Hi all.
Newbie alert. Just got RT up and running and configured - mostly. Looking good so far…
However, I can’t find information on how/when the auto-escalation of priority works, although it’s referred to in the example priority section on RTFM.
How are people using priority in real-world situations? Are folks using a small (eg 0-5) range, or more detailed (eg 0-99) range? Is the numerically greater priority the most important? Is that customisable?
Finding the docs a bit lacking at the moment - but finding my way around quite quickly. I’ll gladly contribute - once I know what I’m talking about 
Hi all.
Newbie alert. Just got RT up and running and configured - mostly.
Looking good so far…
However, I can’t find information on how/when the auto-escalation of
priority works, although it’s referred to in the example priority
section on RTFM.
The auto escalation is a script that needs to be run from script on a
regular basis. It is found in the contrib area together with a readme.
Have a look at the script itself as well, while You are at it. IIRC,
RT3 will have auto escalation built in.
How are people using priority in real-world situations? Are folks
using a small (eg 0-5) range, or more detailed (eg 0-99) range? Is
the numerically greater priority the most important? Is that
customisable?
Normally, greater is more important. You can set the max prio used, and
You could hack the escalator to reduce priority instead of raising it.
I know people who use 20/40/…/100. You can set the maximum priority on
a per queue basis.
Regards,
Harald
Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg