[rt-users] rt-crontool escalation

[Chris Herrmann]

Poor form, I know... but I think I might have found the answer:

rt-crontool --search RT::Search::FromSQL --search-arg 'Status = "open" or
Status = "new"' --action RT::Action::LinearEscalate --action-arg
"UpdateLastUpdated: 0" --verbose --log info
https://www.bestpractical.com/docs/rt/latest/RT/Action/LinearEscalate.html

Now I just need to work out how to display the priority numerically in the
GUI so I can verify that it's working! BRB... :)

On 23 February 2015 at 17:13, Chris Herrmann <chrisherrmann7 at gmail.com>
wrote:

> Hi all,
>
> I almost have rt-crontool escalation doing what I want, using the
> following command:
>
> rt-crontool --search RT::Search::FromSQL --search-arg 'Status = "open" or
> Status = "new"' --action RT::Action::EscalatePriority --verbose --log info
>
> I've used this rather than:
>
> --search RT::Search::ActiveTicketsInQueue  --search-arg general
>
> because you then need to pass in every single queue that you want it to
> iterate over (in my case every queue).
>
> Anyway - the escalation part is working - it's correctly increasing the
> priority by the desired amounts. But... an unintended (but logical) side
> effect of this is that when you look at a list of new / open tickets, the
> "Last Updated" and "Last Updated By" are now of course the last time that
> the escalation script was run, and the rtuser configured to run it.
>
> The problem with this, is that it obscures what we actually want to see in
> these lists - which is "when did a human being last touch this ticket, and
> who was it?".
>
> So... is there either a way to modify the search results so that it shows
> this, OR is there a way to modify rt-crontool so that it doesn't impact
> these specific values for standard searches / ticket lists etc?
>
> Thankyou!
>
> Chris
>
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