Priority escalation question

RT Users
1

Right now the priority numbering goes from 1 to 99 with 99 being the
most important. If I wanted to alter this to go from, say 10 to 1, with
1 being most important am I correct in assuming that the formula should
be changed from

Priority = Priority + (( FinalPriority - Priority ) / ( DueDate-Today))
to
Priority = Priority - (( FinalPriority + Priority ) / ( DueDate-Today))
in EscalatePriority.pm?

Thanks
Mathew Snyder

2

I have installed rt 3.4.5 and rtfm 2.0.4 from rpm. Now
I want to upgrade my rt installation to 3.6. I dont
know how can I do it. Any help for it.

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3

We have a queue for which tickets are due in 3 days. The initial priority is 50
and the final priority is 75 (strange, I know. It isn’t my plan, that’s for
sure). I have the escalation cron job set for 9pm every night due to our “day”
starting with the 9pm shift.

I noticed something I don’t quite get. I saw a ticket which was created at 6pm
on Friday June 15. The cron job ran at 9pm Friday promoting it to the next
priority level then again on Saturday promoting it to its final priority level.
That isn’t even 3 days and it was already at its final priority.

As we are a 24-hour shop, when I think of three days, I think of 72 hours as
opposed to three “8-hour work days” for a total of 21 hours. So a ticket
created at 6pm Friday would only be 51 hours old or, just 2 days and 3 hours old
when it reaches final priority.

Is there something that can be changed in the code to fix this or is the only
fix a matter of simply running it after midnight so a ticket is always first
promoted a “day” after it was created?

Thanks
Mathew
Keep up with me and what I’m up to: http://theillien.blogspot.com

4

Hi Mathew,

If I understand what you’re doing and what you want, your script is
treating every ticket as being at least 1 day old, which is wrong when the
ticket was created just a few hours earlier. Since you only run this thing
once a day, you could check to see if a ticket is at least 24hrs old before
bumping it to the next level. Something like
if ($now - $created >= $one_day) { escalate_ticket() };

Regards,
Gene

At 03:30 AM 6/17/2007, Mathew Snyder wrote:

We have a queue for which tickets are due in 3 days. The initial priority
is 50
and the final priority is 75 (strange, I know. It isn’t my plan, that’s for
sure). I have the escalation cron job set for 9pm every night due to our
“day”
starting with the 9pm shift.

I noticed something I don’t quite get. I saw a ticket which was created
at 6pm
on Friday June 15. The cron job ran at 9pm Friday promoting it to the next
priority level then again on Saturday promoting it to its final priority
level.
That isn’t even 3 days and it was already at its final priority.

As we are a 24-hour shop, when I think of three days, I think of 72 hours as
opposed to three “8-hour work days” for a total of 21 hours. So a ticket
created at 6pm Friday would only be 51 hours old or, just 2 days and 3
hours old
when it reaches final priority.

Is there something that can be changed in the code to fix this or is the only
fix a matter of simply running it after midnight so a ticket is always first
promoted a “day” after it was created?

Gene LeDuc, GSEC
Security Analyst
San Diego State University