[rt-users] Automatic escalation of RT tickets

[Timothy A. Gregory]

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Thanks for pointing this out!

I had actually started to build this in and then I guess I must have
gotten distracted. ;-)  The $mgr_owner variable at the top of the script
was supposed to take care of this. If you go to line 263 (might be a
little offy if you changed some of the variables) in the 'pester'
sub and insert the following line after 

   if (!$email) {$email = $mgr_mail; }
...

   if (!$owner) {$owner = $mgr_owner; }

That should do what you are after.  My intent with the script was to have
the manager be alterted to all unowned requests so that s/he may then
assign it to the appropriate person.

I've updated the script on my site to reflect this change, thanks again!

- --tag



On Mon, 12 Mar 2001, the heavens parted and Sally Guan said:

> This is the feature I need.
> 
> I've been tring to customize it into my system. One issue I found can be
> improved is following:
> 
> if a request without an owner, then the script can't find a proper
> "pager_addr" to send.
> 
> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Timothy A. Gregory
> Sent: Friday, March 09, 2001 5:38 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Automatic escalation of RT tickets
> 
> 
> I've posted a query here once or twice to see if anyone had done some kind
> of script to do this and never got a response, so I took it on.
> 
> You can get the script from http://tarjema.com, it's the most recent
> article I've posted there.  I didn't think it would be appropriate to send
> an attachment to the whole list.
> 
> Please grab it, poke it, jab it and tell me how awful it is so I can make
> it better!
> 
> The script as it is now runs each ticket through a six day life cycle. If
> a ticket is in the systems, support or noc queues, doesn't have anything
> to do with DSL and has a priority less than 10, it will move from
> priority 4 (the default for all of our queues) to 3 at 3 days, from 3 to
> to at 5 days and from 2 to 1 at 6 days of age. At each step the owner will
> be notified by email, or if it is unowned the manager will be
> notified. When it goes from 2 to 1 the manager and our company president
> (small company, he wants to know) are also notified by email and the owner
> will be paged (email sent to a pager gateway).
> 
> Anyway, I hope someone finds it useful.  I'm open to suggestions and
> improvements, and I know that when RT 2 comes out this will be a moot
> point ;-)
> 
> 
> 
> +--------------------------------------------------+
> | Timothy A. Gregory        http://www.tarjema.com |
> | *NIX SysAdmin               tgregory at tarjema.com |
> | Arabic > English Translator         IBM AIX CATE |
> +--------------------------------------------------+
> Habit is habit and not to be flung out of the window by any man, but
> coaxed downstairs a step at a time.
> --Mark Twain
> 
> 
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> 
> 
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> 

+--------------------------------------------------+
| Timothy A. Gregory        http://www.tarjema.com |
| *NIX SysAdmin               tgregory at tarjema.com |
| Arabic > English Translator         IBM AIX CATE |
+--------------------------------------------------+
Habit is habit and not to be flung out of the window by any man, but
coaxed downstairs a step at a time.  
- --Mark Twain
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