OnMaxPriority - Revision history

Rabin at 19:46, 18 June 2016

2016-06-18T19:46:46Z

← Older revision		Revision as of 15:46, 18 June 2016
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	For this solution to work, the us of rt-crontool is needed, like this one:		For this solution to work, the us of rt-crontool is needed, like this one:

	<~~nowiki~~>$ crontab -l		<pre>
	# m h dom mon dow command		$ crontab -l
	0 6,12,18,0 * * * rt-crontool --search RT::Search::FromSQL --search-arg "(Status='new' OR Status='open') AND FinalPriority > 0" --action RT::Action::LinearEscalate
			# m h dom mon dow command
			0 6,12,18,0 * * * rt-crontool --search RT::Search::FromSQL --search-arg "(Status='new' OR Status='open') AND FinalPriority > 0" --action RT::Action::LinearEscalate

	</~~nowiki~~>		</pre>

	This line escalate ticket's priority in every queue (if the [[FinalPriority]] is set) using rt-crontool every 6 hours. I use [[LinearEscalate]], whis makes much more sense than [[EscalatePriority]].		This line escalate ticket's priority in every queue (if the [[FinalPriority]] is set) using rt-crontool every 6 hours. I use [[LinearEscalate]], whis makes much more sense than [[EscalatePriority]].

Admin: 2 revisions imported

2016-04-06T20:15:49Z

2 revisions imported

New page

I use this very simple Custom action to check if ticket has maximum priority and thus is overdue. When it's true, I send email to someone, that ticket needs to be done.

my $status = $self->TicketObj->Status;
my $final = $self->TicketObj->FinalPriority;
my $priority = $self->TicketObj->Priority;
return 0 unless $self->TransactionObj->Field eq 'Priority';
return 0 unless $status eq 'open' || $status eq 'new' || $status eq 'stalled';
return 0 unless $final > 0;
return 0 unless $final == $priority;
return 1;

For this solution to work, the us of rt-crontool is needed, like this one:

<nowiki>$ crontab -l
# m h dom mon dow command
0 6,12,18,0 * * * rt-crontool --search RT::Search::FromSQL --search-arg "(Status='new' OR Status='open') AND FinalPriority > 0" --action RT::Action::LinearEscalate

</nowiki>

This line escalate ticket's priority in every queue (if the [[FinalPriority]] is set) using rt-crontool every 6 hours. I use [[LinearEscalate]], whis makes much more sense than [[EscalatePriority]].