Hello,
The wiki entry for this has a fair amount of code, but no information about
where to get it or how to get it running. CPAN doesn’t think it exists.
ConfigureEscalation on the wiki says
“EscalatePriorityLinearhttp://wiki.bestpractical.com/view/EscalatePriorityLinear.pm
can be copied to local/lib/RT/Action/.” Sounds good; where is EPL.pm? Is
that the first code block, and if so, do i just paste that into Action/? Is
the patch to avoid Last Modified: being changed by cron still necessary in
3.8.2?
Thanks,
Rob
/chown -R us:us /yourbase
Rob Munsch wrote:
Hello,
The wiki entry for this has a fair amount of code, but no information about
where to get it or how to get it running. CPAN doesn’t think it exists.
ConfigureEscalation on the wiki says
“EscalatePriorityLinearhttp://wiki.bestpractical.com/view/EscalatePriorityLinear.pm
can be copied to local/lib/RT/Action/.” Sounds good; where is EPL.pm? Is
that the first code block, and if so, do i just paste that into Action/? Is
the patch to avoid Last Modified: being changed by cron still necessary in
3.8.2?
It’s a standard part of 3.8.x – no need to install anything extra.
To use it, all you need to do is set up a cron job something like this:
6 0 * * * /usr/local/bin/rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg General --action RT::Action::LinearEscalate
I run that using a special minimum privilege ‘rtcrontool’ userid, both
at the OS level and in RT itself.
Cheers,
Matthew
Dr Matthew Seaman The Bunker, Ash Radar Station
PGP: 0x60AE908C on servers Marshborough Rd
Tel: +44 1304 814890 Sandwich
Fax: +44 1304 814899 Kent, CT13 0PL, UK
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