On Fri, Aug 07, 2009 at 05:00:21PM -0400, Lander, Scott wrote: > > 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 _______________________________________________ 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
