[Rt-devel] priority escalation details

[Kevin Murphy]

Hi,

Priority escalation doesn't work the way my users and I expect.  It 
would seem more natural for the priority to change gradually over time 
in proportion to the amount of time passed.  While the current algorithm 
is fine for tickets with fast turn-around, it is useless for long-term 
tickets, such as would be used to track software development or other 
project management tasks.  The current algorithm unnecessarily limits 
RT, whereas linear priority escalation would work fine for many 
different applications.

What changes to RT would be needed to allow time-linear priority 
escalation?  Another ticket property (escalation_days_per_point or 
something) that would be implicitly updated whenever the due date or 
final priority is changed?

Thanks,
Kevin Murphy