Hi, Sure you can. You need SearchByDates from the wiki, rt-crontool's documentation and custom action move to queue.
* http://requesttracker.wikia.com/wiki/SearchOnDates * http://requesttracker.wikia.com/wiki/UseRtCrontool * http://requesttracker.wikia.com/wiki/CustomActionSnippets#Change_ticket.27s_queue On Sat, Apr 16, 2011 at 2:27 AM, Kris Germann <[email protected]> wrote: > Hey everybody, > > I was wondering if any of you were aware of any way we could 'auto-escalate' > support tickets. Right now we have three groups in particular we'd need this > for: > > Support: General - L1 > Support: General - L2 Escalations > Support: General - L3 Escalations > > Our support mail is pop'd from our mailserver to Support: General - L1, and > worked on by our Tier 1 staff, and escalated accordingly. This is good, when > it is done; sometimes tickets can be left for days at a time (Over holidays > etc..) and we don't want them being looked at by Tier 1 anymore, but now > Tier 2, as the customer might be waiting a while now and needs immediate > support - Is there a way I could configure my queue-specific scrips to move > tickets from "Support: General - L1" < 3 days old to "Support: General - L2 > Escalations", and so on for "Support: General - L3 Escalations" ? > > Help is greatly appreciated. > > Kris Germann > Fibernetics Corporation > 605 Boxwood Drive > Cambridge ON, N3E1A5 > > > -- Best regards, Ruslan.
