[Rt-devel] Escalations by minutes instead of days.
BBlakely at blink.ca
Tue May 9 20:16:59 EDT 2006
If you have a suggestion, let me know. I haven't worked w/ escalations
From: Ben Blakely
Sent: Tuesday, May 09, 2006 8:15 PM
To: Todd Chapman
Subject: RE: [Rt-devel] Escalations by minutes instead of days.
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?
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
> 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
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