We have a queue for which tickets are due in 3 days. The initial priority is 50 and the final priority is 75 (strange, I know. It isn't my plan, that's for sure). I have the escalation cron job set for 9pm every night due to our "day" starting with the 9pm shift.
I noticed something I don't quite get. I saw a ticket which was created at 6pm on Friday June 15. The cron job ran at 9pm Friday promoting it to the next priority level then again on Saturday promoting it to its final priority level. That isn't even 3 days and it was already at its final priority. As we are a 24-hour shop, when I think of three days, I think of 72 hours as opposed to three "8-hour work days" for a total of 21 hours. So a ticket created at 6pm Friday would only be 51 hours old or, just 2 days and 3 hours old when it reaches final priority. Is there something that can be changed in the code to fix this or is the only fix a matter of simply running it after midnight so a ticket is always first promoted a "day" after it was created? Thanks Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com _______________________________________________ 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
