Priority Escalation

RT Users
1

Hi everyone,

Maybe I’m missing something but I setup my queues to have priority of 1
and “overtime move priority to 100.”

I’ve left the tickets alone for several days to test, and so far have
not gotten a single ticket to move up in priority, even the tickets that
have set DUE dates.

Whats up? Do I have to run a CRON using rt-crontool or rt-escalate for
something like this? It seems redundant that one would have to do that
considering the option is in the GUI.

-Thanks,

Josh

I’m running 3.6.0

Josh Barron

Systems Administration

NetCentral Inc.

2

Yes, you do have to run either rt-crontool or rt-escalate. The GUI only
allows you to set the variables for these two tools to use, it doesn’t
actually change the priority.

I’ve been testing rt-escalate and have received code from the author
which will prevent the Last Updated field from being altered every time
the priority is changed. I will post this when I get to work tonight.

Mathew Snyder

Josh Barron wrote: