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 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
