[rt-users] Priority escalation and keyword hierarchies

[Roman G.]

Hi all,

RT ver: 2.0.14
Purpose: internal (only) bug requests/correspondence tracking

I'm just trying to configure RT for use on our network, but I encountered a 
few difficulties, namely with the priority escalation stuff and keywords.

As regards priorities, I can't seem to be able to get it to work (i.e. to 
escalate). What  exactly is needed for the priority escalation to work?
It is also somewhat strange that you can put any value for the "Over time, 
priority moves toward:" box (e.g. a 1000)! And then you still have the field 
for final priority when creating or changing an existing ticket. What's that 
for? What is the point in specifying the final priority in the Queue 
configuration page then, if anyone creating a ticket could set it to 
whatever they want? Our situation is that we want only 5 priority levels 
with a drop-down field for specifying the priority for any given ticket when 
creating it.

Then, for the fields such as "time worked", "time left", etc. -- what units 
are you supposed to input the time in (weeks, days, hours, minutes, 
seconds)?! Do you really think this is clear? I mean if I think it's "days", 
how about a value of 0.042? Is that what was intended? I did read in the 
documentation (which BTW has complete sections missing, i.e. only headings 
are there without content, e.g. Email) that the date parser is quite 
sophisticated, but I don't think that makes up in any way here for the lack 
of clearness and not being foolproof.

Keywords. I made a couple of hierarchies for testing (if we go with the 
system we would populate this from another database) and I set the keywords 
as being global. The depth setting, however, doesn't seem to work. I made 
about 4 levels and set the depth to 1 at the first level -- it still shows 
all the levels (to the deepest one) in the keyword selection box on the 
ticket creation page. What's wrong there?

It would also be great if you could choose the first level in the first 
keyword box and then the next level in the second box, with the choices in 
the second level box being determined by what was selected in the first 
level box. I hope this is clear...

We're also looking at Bugzilla, which would probably require less 
customization. I don't think it has the priority escalation stuff, but at 
least the priorities cannot be as arbitrary as anyone creating a ticket in 
RT whishes. But the escalation would be possible to implement AFAIK.

Sorry if this is a bit long. Thanks in advance for any suggestions and info 
you can provide about these issues.

Cheers,
Roman.

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