Setting up Escalation

Bit stuck here.

Looked at the page
http://wiki.bestpractical.com/view/ConfigureEscalation to setup
Escalation. One of the examples suggested using this command line to
test it:

/opt/rt3/bin/rt-crontool --verbose --search RT::Search::FromSQL
–search-arg “(Status=‘new’ OR Status=‘open’) AND FinalPriority > 0 AND
Due > ‘Jan 1, 1970’” --action RT::Action::Generic

So I did that and get the following error:

102: Processing without transaction, some conditions and actions may
fail. Consider using --transaction argumentAction prepared…Action
committed.

Many times (I assume the number is the ticket number).

The problem I think I am having is that the account that cron runs
under has to match a user in RT. I setup a user called rt_user in RT,
gave it Global Permissions to ShowTicket and ModifyTicket and then set
the account up in Linux (again as suggested in an example) , su into
that account and run the command above but then I get an error about not
finding RT_Config.pm - permission denied. I added rt_user to the root
group but still the same problem. So I had a brainwave, setup an account
on rt called root but it won’t let me do that.

So, I’m stuck. I don’t want to start playing around with permissions in
RT so can somebody please tell me what I need to do or point me in the
right direction? Have checked the RT Essentials book but nothing
significant in there.

Kind regards,

Paul Broadwith (MBCS)

Microsoft Certified Professional

Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner

Blue Ivy Limited is a limited company registered in Scotland.
Registered company number: SC 221649.
Registered VAT number: GB 774 8460 88.
Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD

This email and its attachments may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of ?Blue Ivy Ltd?.

If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone.

Please contact the sender if you believe you have received this email in error.

{Blue Ivy Ltd - ICT For Small Businesses}