[rt-users] Action::EscalatePriority messing up my ticket history

[Bernd Kuhlen -WetterOnline-]

Hi,
that doesn't to the trick either I have to stick with EscalatePriority  
(for various reasons which are beyond the scope of this thread) an  
there these options are not available.
In fact I cannot find any Option there that gives me a hint it might  
help me out.

best regards,
Bernd

On 9 Oct 2008, at 12:38, Ham MI-ID, Torsten Brumm wrote:

> Hi Bernd,
> not sure for EscalatePriority Module, but for the  
> RT::Action::LinearEscalate you can define to not mess um the history:
>
> --from the modul:
>
>       You should prefix options with "LinearEscalate_" in the config:
>
>           Set( $LinearEscalate_RecordTransaction, 1 );
>           Set( $LinearEscalate_UpdateLastUpdated, 1 );
>
>       From a shell you can use the following command:
>
>           rt-crontool --search RT::Search::FromSQL --search-arg \
>           "(Status='new' OR Status='open' OR Status = 'stalled')" \
>           --action RT::Action::LinearEscalate \
>           --action-arg "RecordTransaction: 1"
>
> If i understand this correct, then set both to 0 will disable this.  
> I think this module is doing more or less the same, but in a linear  
> way.
>
> Torsten
>
>
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> -----Ursprüngliche Nachricht-----
> Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com 
> ] Im Auftrag von Bernd Kuhlen -WetterOnline-
> Gesendet: Donnerstag, 9. Oktober 2008 11:21
> An: rt-users at lists.bestpractical.com
> Betreff: [rt-users] Action::EscalatePriority messing up my ticket  
> history
>
> Hi everyone,
>
> I've set up my rt-crontool like this:
>
> 0 1 * * * /usr/local/bin/rt-crontool --search RT::Search::FromSQL --  
> search-arg "(Status='new' OR Status='open' OR Status = 'stalled')"  
> -- action RT::Action::EscalatePriority >/dev/null 2>/dev/null
>
> and it's working fine. But I don't want it to mess up my ticket  
> history. I have tickets starting with a priority of 0 and ending  
> with 100 in some weeks time and every night I get a new entry saying  
> that the ticket priority has changed. These entry are informative if  
> the priority has been manually changed but not if they just trace  
> the linear priority escalation done by a cronjob. So after a couple  
> of weeks I have numerous lines with a "ticket-priority changed" entry.
> That's not nice.
>
> I'm new to RT and couldn't find anything about this matter by google  
> or in any wiki.
>
> best regards,
> Bernd
>
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Mit freundlichen Grüßen
Best Regards

Bernd Kuhlen
Diplom-Meteorologe
Diplom-Informatiker (FH)
Leitung Systemadministration
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