Anyone using “nag” in real life and willing to share his expolits??
I’m using modified versions of the nag script to do the following types of
nag if priority is greater than 75 and tickets are new or open
This makes sure people are doing the important things.
nag if a ticket is owned by nobody and it’s older than 24 hours
This ensures that any new/open tickets are given an owner by the person
watching the general queues for that week.
nag if a ticket is owned by someone and it’s been sitting in one of our
general queues for more than 24 hours
This makes sure tickets are being put into the proper queues once
assigned (in our case, proper means anywhere BUT the general queues ;-).
nag if a ticket is owned by a specific user (cssadmin)
We’ve got some cronjobs that gate tickets into the corporate Rememdy
system via email. Local policy states that the person forwarding the
ticket into Rememdy becomes the liason between corporate IT and the user;
thus, the forwarder should become the RT ticket owner. This nag notifies
us when a ticket is still owned by cssadmin. When found, we just reassign
as needed. I haven’t had to deal with enough tickets to make it worthwhile
to reassign automatically.
We’ve also got stuff based on the nag script to deal with things like
crisis escalation and on-call notifications from our Crisis queue. It just
does successive pager notifications escalating up a set line of people until
it starts paging everyone on the team.
I’ve attached our simple priority whiner. It uses Mail::Mailer to create
and send the emails. YMMV, use at your own risk, etc.
Travis Campbell - Unix Systems Administrator = email@example.com
5900 E. Ben White Blvd, Austin, TX 78741 = firstname.lastname@example.org
TEL: (512) 602-1888 PAG: (512) 604-0341 = email@example.com
"Does anything work as expected?" Yes. An axe through the CPU.
whine-priority (1.66 KB)