Thank you Ruslan, this is exactly what I'm looking for. Kris Germann Supervisor, Sales & Technical Support Fibernetics Corporation freephoneline.ca 605 Boxwood Drive Cambridge ON, N3E1A5
-----Original Message----- From: [email protected] [mailto:[email protected]] On Behalf Of Ruslan Zakirov Sent: Friday, April 15, 2011 8:51 PM To: Kris Germann Cc: [email protected] Subject: Re: [rt-users] Automatically move queue every x number of days or move / reassign according to priority 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.
