Rt-crontool escalation

RT Users
1

Hi all,

I almost have rt-crontool escalation doing what I want, using the following
command:

rt-crontool --search RT::Search::FromSQL --search-arg ‘Status = “open” or
Status = “new”’ --action RT::Action::EscalatePriority --verbose --log info

I’ve used this rather than:

–search RT::Search::ActiveTicketsInQueue --search-arg general

because you then need to pass in every single queue that you want it to
iterate over (in my case every queue).

Anyway - the escalation part is working - it’s correctly increasing the
priority by the desired amounts. But… an unintended (but logical) side
effect of this is that when you look at a list of new / open tickets, the
"Last Updated" and “Last Updated By” are now of course the last time that
the escalation script was run, and the rtuser configured to run it.

The problem with this, is that it obscures what we actually want to see in
these lists - which is “when did a human being last touch this ticket, and
who was it?”.

So… is there either a way to modify the search results so that it shows
this, OR is there a way to modify rt-crontool so that it doesn’t impact
these specific values for standard searches / ticket lists etc?

Thankyou!

Chris

2

Poor form, I know… but I think I might have found the answer:

rt-crontool --search RT::Search::FromSQL --search-arg ‘Status = “open” or
Status = “new”’ --action RT::Action::LinearEscalate --action-arg
“UpdateLastUpdated: 0” --verbose --log info
https://www.bestpractical.com/docs/rt/latest/RT/Action/LinearEscalate.html

Now I just need to work out how to display the priority numerically in the
GUI so I can verify that it’s working! BRB… :)On 23 February 2015 at 17:13, Chris Herrmann chrisherrmann7@gmail.com wrote:

Hi all,

I almost have rt-crontool escalation doing what I want, using the
following command:

rt-crontool --search RT::Search::FromSQL --search-arg ‘Status = “open” or
Status = “new”’ --action RT::Action::EscalatePriority --verbose --log info

I’ve used this rather than:

–search RT::Search::ActiveTicketsInQueue --search-arg general

because you then need to pass in every single queue that you want it to
iterate over (in my case every queue).

Anyway - the escalation part is working - it’s correctly increasing the
priority by the desired amounts. But… an unintended (but logical) side
effect of this is that when you look at a list of new / open tickets, the
“Last Updated” and “Last Updated By” are now of course the last time that
the escalation script was run, and the rtuser configured to run it.

The problem with this, is that it obscures what we actually want to see in
these lists - which is “when did a human being last touch this ticket, and
who was it?”.

So… is there either a way to modify the search results so that it shows
this, OR is there a way to modify rt-crontool so that it doesn’t impact
these specific values for standard searches / ticket lists etc?

Thankyou!

Chris

3

Hmm…

rt list -f id,priority doesn’t show the priority changing (from the CLI) -
is there another way I can verify if it’s actually working or if not… why
not?