Escalations by minutes instead of days

RT Developers
1

Hello all,

Is there a way to escalate priorities by one instead of the final
priority. This is the case when using RT::Action:EscalatePriority.

What im trying to do is escalate a ticket by one every minute, by using
cron. Then when the ticket hits its final priority, im going to notify
people by email.

Any suggestions?

Thanks a mil

ben

2

Hello all,

Is there a way to escalate priorities by one instead of the final
priority. This is the case when using RT::Action:EscalatePriority.

What im trying to do is escalate a ticket by one every minute, by using
cron. Then when the ticket hits its final priority, im going to notify
people by email.

Every minute? That’s a lot of processing to do. What is your
final priority? If it’s 10, why don’t you escalate once every
10 minutes?

-Todd

3

If you have a suggestion, let me know. I haven’t worked w/ escalations
to much

Thanks

BenFrom: Ben Blakely
Sent: Tuesday, May 09, 2006 8:15 PM
To: Todd Chapman
Subject: RE: [Rt-devel] Escalations by minutes instead of days.

Hey Todd,

I have a queue setup for critical systems to report alerts to. What im
trying to do is, if a tech doesn’t pick up a ticket within 10 minutes,
then I want to escalate to a manager.

I found a .pm called UntouchedInHours, modified it for minutes, but it
doesn’t seem to work. Do I need to somehow tell RT about the new .pm
that exists in the …/rt3/lib/RT/Conditions directory?

Thanks

Ben

From: Todd Chapman [mailto:todd@chaka.net]
Sent: Tuesday, May 09, 2006 8:07 PM
To: Ben Blakely
Cc: rt-devel@lists.bestpractical.com
Subject: Re: [Rt-devel] Escalations by minutes instead of days.

Hello all,

Is there a way to escalate priorities by one instead of the final
priority. This is the case when using RT::Action:EscalatePriority.

What im trying to do is escalate a ticket by one every minute, by
using
cron. Then when the ticket hits its final priority, im going to notify
people by email.

Every minute? That’s a lot of processing to do. What is your
final priority? If it’s 10, why don’t you escalate once every
10 minutes?

-Todd