[rt-users] Automatically move queue every x number of days or move / reassign according to priority

[Ruslan Zakirov]

Hi,

Sure you can. You need SearchByDates from the wiki, rt-crontool's
documentation and custom action move to queue.

* http://requesttracker.wikia.com/wiki/SearchOnDates
* http://requesttracker.wikia.com/wiki/UseRtCrontool
* http://requesttracker.wikia.com/wiki/CustomActionSnippets#Change_ticket.27s_queue

On Sat, Apr 16, 2011 at 2:27 AM, Kris Germann <kgermann at fibernetics.ca> wrote:
> Hey everybody,
>
> I was wondering if any of you were aware of any way we could 'auto-escalate'
> support tickets. Right now we have three groups in particular we'd need this
> for:
>
> Support: General - L1
> Support: General - L2 Escalations
> Support: General - L3 Escalations
>
> Our support mail is pop'd from our mailserver to Support: General - L1, and
> worked on by our Tier 1 staff, and escalated accordingly. This is good, when
> it is done; sometimes tickets can be left for days at a time (Over holidays
> etc..) and we don't want them being looked at by Tier 1 anymore, but now
> Tier 2, as the customer might be waiting a while now and needs immediate
> support - Is there a way I could configure my queue-specific scrips to move
> tickets from "Support: General - L1" < 3 days old to "Support: General - L2
> Escalations", and so on for "Support: General - L3 Escalations" ?
>
> Help is greatly appreciated.
>
> Kris Germann
> Fibernetics Corporation
> 605 Boxwood Drive
> Cambridge ON, N3E1A5
>
>
>



-- 
Best regards, Ruslan.