[Rt-devel] Escalations by minutes instead of days.

[Ben Blakely]

If you have a suggestion, let me know. I haven't worked w/ escalations
to much

Thanks

Ben

-----Original Message-----
From: Ben Blakely 
Sent: Tuesday, May 09, 2006 8:15 PM
To: Todd Chapman
Subject: RE: [Rt-devel] Escalations by minutes instead of days.

Hey Todd,

I have a queue setup for critical systems to report alerts to. What im
trying to do is, if a tech doesn't pick up a ticket within 10 minutes,
then I want to escalate to a manager.

I found a .pm called UntouchedInHours, modified it for minutes, but it
doesn't seem to work. Do I need to somehow tell RT about the new .pm
that exists in the ../rt3/lib/RT/Conditions directory?

Thanks

Ben

-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net] 
Sent: Tuesday, May 09, 2006 8:07 PM
To: Ben Blakely
Cc: rt-devel at lists.bestpractical.com
Subject: Re: [Rt-devel] Escalations by minutes instead of days.

On Tue, May 09, 2006 at 07:28:29PM -0400, Ben Blakely wrote:
> Hello all,
> 
>  
> 
> Is there a way to escalate priorities by one instead of the final
> priority. This is the case when using RT::Action:EscalatePriority. 
> 
> What im trying to do is escalate a ticket by one every minute, by
using
> cron. Then when the ticket hits its final priority, im going to notify
> people by email.
> 

Every minute? That's a lot of processing to do. What is your
final priority? If it's 10, why don't you escalate once every
10 minutes?

-Todd