Poor form, I know... but I think I might have found the answer: rt-crontool --search RT::Search::FromSQL --search-arg 'Status = "open" or Status = "new"' --action RT::Action::LinearEscalate --action-arg "UpdateLastUpdated: 0" --verbose --log info https://www.bestpractical.com/docs/rt/latest/RT/Action/LinearEscalate.html
Now I just need to work out how to display the priority numerically in the GUI so I can verify that it's working! BRB... :) On 23 February 2015 at 17:13, Chris Herrmann <[email protected]> wrote: > Hi all, > > I almost have rt-crontool escalation doing what I want, using the > following command: > > rt-crontool --search RT::Search::FromSQL --search-arg 'Status = "open" or > Status = "new"' --action RT::Action::EscalatePriority --verbose --log info > > I've used this rather than: > > --search RT::Search::ActiveTicketsInQueue --search-arg general > > because you then need to pass in every single queue that you want it to > iterate over (in my case every queue). > > Anyway - the escalation part is working - it's correctly increasing the > priority by the desired amounts. But... an unintended (but logical) side > effect of this is that when you look at a list of new / open tickets, the > "Last Updated" and "Last Updated By" are now of course the last time that > the escalation script was run, and the rtuser configured to run it. > > The problem with this, is that it obscures what we actually want to see in > these lists - which is "when did a human being last touch this ticket, and > who was it?". > > So... is there either a way to modify the search results so that it shows > this, OR is there a way to modify rt-crontool so that it doesn't impact > these specific values for standard searches / ticket lists etc? > > Thankyou! > > Chris >
