[rt-users] Priority - Probably a newbie question... sorry in advance

[Harald Wagener]

Am Montag, 02.12.02 um 11:26 Uhr schrieb Craig Fisher:

> Hi all.
> Newbie alert. Just got RT up and running and configured - mostly. 
> Looking good so far...
>  
> However, I can't find information on how/when the auto-escalation of 
> priority works, although it's referred to in the example priority 
> section on RTFM.

The auto escalation is a script that needs to be run from script on a 
regular basis. It is found in the contrib area together with a readme. 
Have a look at the script itself as well, while You are at it. IIRC, 
RT3 will have auto escalation built in.

>  
> How are people using priority in real-world situations? Are folks 
> using a small (eg 0-5) range, or more detailed (eg 0-99) range?  Is 
> the numerically greater priority the most important? Is that 
> customisable?

Normally, greater is more important. You can set the max prio used, and 
You could hack the escalator to reduce priority instead of raising it. 
I know people who use 20/40/../100. You can set the maximum priority on 
a per queue basis.

Regards,
     Harald
-- 
Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg