I do it using days, not minutes, but the concept is the same. Try using a
cron job that runs every 2 minutes. The perl API makes it easy to read
ticket values, so it would be pretty straightforward to compare Updated to
now() and send an e-mail if the difference is > 5min. It's possible this
way to have a ticket languish for up to 6 minutes, but you could run the
cron every minute if it's that critical.
Regards,
Gene
At 01:33 PM 11/27/2007, Mathew Snyder wrote:
I'm considering implementing a method of telling those that need to know
when a
ticket has been in our triage queue untouched for a predetermined amount
of time
(say, five minutes). I'd like to poll this queue and, if a ticket which meets
these requirements exists, send an email out telling people to act on it.
Has anyone done this before and if so, which method did you use?
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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