Priority escalation when moving between queues

Different queues have different start and end priorities and days until due.

When a task is moved from one queue to another the priority should be
calculated differently but the start and end priority along with the
number of days until due follows the ticket. This is possible the best
solution for some but for us this was not the best.

Therefore we have made an Action (rt3/lib/RT/Action/UpdatePriority.pm -
attached) that updates the priority according to the queue. The script
should be stright forward and easy to understand but we are not
responsible for any harm of your system and so on…

We have different queues reflecting the priority of the case. The
queues have names like ‘01 day’, ‘07 days’, ‘14 days’ and ‘30 days’.
The first queue start its priority at 50 and the rest at 0. Tickets in
the ‘07 days’ queue have after 7 days a priority of 100 and after 14
days a priority of 14. Likewise tickets in the ‘14 days’ queue have a
priority of 50 after 7 days, 100 after 14 days and 150 after 21 days and
so on.

Thereby moving a ticket from one queue to another changes the priority
and the rate at which it increase.

The script is run each night but it will only change the priority when
needed so one can run it every minute without generating to much noice
in the history of the tickets.

NB: mark that this script does not update the due-date. Should not be
difficult to modify though.

John Enok Vollestad | System Administrator
jev@nr.no | +47 22 85 26 45
Norwegian Computing Center (NR) | http://www.nr.no/

UpdatePriority.pm (2.44 KB)

Have also added it to
http://wiki.bestpractical.com/index.cgi?Contributions under the section
’External utils’.

John Enok Vollestad | System Administrator
jev@nr.no | +47 22 85 26 45
Norwegian Computing Center (NR) | http://www.nr.no/