Short time frame ticket escalations

RT Users
1

All,

A couple of questions about escalations :

    We want to escalate tickets if the have not be taken after an hour.    Escalating means, for us,  changing the priority ( start at 5, count down to 0) and also, notify the queue CCAdmin.    This would only happen during our work hours - So, a ticket that comes in at say 3:30pm at Pri 5, would at 4:30 go to Pri 4, and CCAdmin be notified.    At 8:30 the next morning, it would go to Pri 3, at 9:30 to 2, etc.   At Pri 0, it would just notify once an hour, until taken.


       I don't see a built in to do this - the escalations seem to be designed on longer time frame - daily.     Any one have any ideas / suggestions?

Thanks
Scott

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2

All,

   A couple of questions about escalations :

       We want to escalate tickets if the have not be taken after an hour.    Escalating

means, for us, changing the priority ( start at 5, count down to 0) and also, notify the
queue CCAdmin. This would only happen during our work hours - So, a ticket that comes in at
say 3:30pm at Pri 5, would at 4:30 go to Pri 4, and CCAdmin be notified. At 8:30 the next
morning, it would go to Pri 3, at 9:30 to 2, etc. At Pri 0, it would just notify once an
hour, until taken.

          I don't see a built in to do this - the escalations seem to be designed on longer

time frame - daily. Any one have any ideas / suggestions?

You want to look at the rt-crontool, you can use it and one of the
escalate priority options to search for tickets and bump them as
needed.

-kevin