Re: [rt-users] RT 4.4: Configuring escalations with various rt-crontool options, but none are working

2017-02-20 Thread Kenneth Marshall
On Mon, Feb 20, 2017 at 09:32:33AM +0100, Daniel Rauer wrote:
> Nobody with an idea on how we can make any progress with escalations?
> Any input would be helpful, like working config snippets, rt-crontool
> calls that works for someone, ...
> 
> Bye, Daniel

Hi Daniel,

We are still working on our upgrade to 4.4.x, but we had very poor luck
with using escalations in our current version. The priorities did increase,
but without any additional resources being allocated, the result was every
ticket eventually being at the maximum priority. That means the priority
then was useless as a differentiator. The take-away, is that you should
only consider automatic priority escalation, if and only if additional resources
WILL be allocated.

Regards,
Ken


Re: [rt-users] RT 4.4: Configuring escalations with various rt-crontool options, but none are working

2017-02-20 Thread Daniel Rauer
Nobody with an idea on how we can make any progress with escalations?
Any input would be helpful, like working config snippets, rt-crontool
calls that works for someone, ...

Bye, Daniel


On 02/13/2017 03:04 PM, Daniel Rauer wrote:
> Hello everyone.
> 
> Currently we are quite stuck on enabling ticket escalations based on
> SLA. The problem is that none of the escalation we tried seems to work:
> either the crontool throws errors or does basically nothing.
> 
> What we did so far:
> - Upgrade to 4.4.1 and made sure all database migrations pass
> - Defined a basic ServiceAgreements section (code found later in this email)
> - Used an existing, working queue to enable "SLA Enabled"
> - Set the default value for "Final Priority" of this queue to "99"
> - Set the default value for "Priority" of this queue to "0"
> - Created some test tickets (via web and via email) in this queue.
> "Starts" and "Due" are correctly set according to the defined
> ServiceAgreements.
> 
> The queue we currently use for our tests is called "Test-Queue", and
> there is currently one ticket in it having "Starts" and "Due" set, the
> ID is #78735.
> 
> I would appreciate if anyone has ideas on what is wrong with our setup,
> or could provide a working configuration!
> 
> 
> Here are our ServiceAgreements (just for testing so far) and some of the
> rt-crontool calls and their returns we tried so far:
> 
> Set( %ServiceAgreements, (
> Default => 'standard',
> Levels => {
> 'standard' => {
> Starts => { RealMinutes => 0 },
> Resolve => { RealMinutes => 10 },
> },
> 'urgent' => {
> Starts => { RealMinutes => 0 },
> Resolve => { RealMinutes => 5 },
> },
> },
> ));
> 
> 
> # bin/rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg
> "Test-Queue" -action RT::Action::EscalatePriority --verbose --log info
> 78735:
>   Processing without transaction, some conditions and actions may fail.
> Consider using --transaction argument
> 
> 
> # bin/rt-crontool --search RT::Search::FromSQL --search-arg
> "(Status='new' OR Status='open') AND FinalPriority > 0 AND Due > 'Jan 1,
> 1970'" --action RT::Action::EscalatePriority --action-arg
> "RecordTransaction: 1, UpdateLastUpdated: 1" --verbose --log info
> [11753] [Mon Feb 13 13:48:02 2017] [notice]: Passed a unix time less
> than 0, forcing to 0: [-3600] (/opt/rt4/bin/../lib/RT/Date.pm:619)
> 78735:
>   Processing without transaction, some conditions and actions may fail.
> Consider using --transaction argument
> 
> 
> # bin/rt-crontool --search RT::Search::FromSQL --search-arg
> "(Status='new' OR Status='open' OR Status = 'stalled')" --action
> RT::Action::LinearEscalate --action-arg "RecordTransaction: 1"
> [11875] [Mon Feb 13 13:53:02 2017] [notice]: Passed a unix time less
> than 0, forcing to 0: [-1] (/opt/rt4/bin/../lib/RT/Date.pm:619)
> 
> 
> # bin/rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg
> \"Test-Queue\" -action RT::Action::LinearEscalate
> [11893] [Mon Feb 13 13:55:47 2017] [warning]: Use of uninitialized value
> $args{"VALUE"} in join or string at /opt/rt4/bin/../lib/RT/Tickets.pm
> line 1536. (/opt/rt4/bin/../lib/RT/Tickets.pm:1536)
> [11893] [Mon Feb 13 13:55:47 2017] [warning]: Use of uninitialized value
> $value in substitution (s///) at /opt/rt4/bin/../lib/RT/Tickets.pm line
> 2805. (/opt/rt4/bin/../lib/RT/Tickets.pm:2805)
> 
> (this one is really strange, as this ticket #11893 was resolved 5 years
> ago and in another queue, it should not get found by ActiveTicketsInQueue)
> 
> 
> # bin/rt-crontool --search RT::Search::FromSQL --search-arg 'Status =
> "open" or Status = "new"' --action RT::Action::LinearEscalate
> --action-arg "UpdateLastUpdated: 0" --verbose --log info
> 78735:
>   Processing without transaction, some conditions and actions may fail.
> Consider using --transaction argument
>   Action prepared...
>   Action committed.
> 
> 
> # bin/rt-crontool --search RT::Search::ActiveTicketsInQueue
> --search-arg Test-Queue --action RT::Action::EscalatePriority --verbose
> 78735:
>   Processing without transaction, some conditions and actions may fail.
> Consider using --transaction argument
> 
> 
> # bin/rt-crontool --search RT::Search::ActiveTicketsInQueue
> --search-arg Test-Queue --condition RT::Condition::Overdue --action
> RT::Action::SetPriority --action-arg 99 --verbose
> 78735:
>   Processing without transaction, some conditions and actions may fail.
> Consider using --transaction argument
> 
> 
> 
> Kind regards,
> Daniel Rauer
>