My predicament is this, I have downloaded rt-escalation & rt-remind
files and have placed them in my RT folder which
is /usr/local/share/request-tracker3.4. We have SLA’s of 1 to 5 relating
to our service level agreements, I wish for these to be escalated as and
when the time runs down, I need to know if the dates and times need to
be set on the ticket and if this can be done automatically and what type
of commands I need in the cron.daily tool. I also wish for each queue
to be scanned for tickets that are unowned and haven’t been touched and
also the tickets which are owned by a user, so a email gets sent out to
remind that user they have outstanding tickets within their queue.
Any help would be most appreciated.
Thanks
Matthew Hunt BSc(Hons)
1st Line Technical Support
YHFSC Foundation Service Centre
t: 01724 - 275013