[rt-users] Ticket Escalation & pagers?

[Travis Campbell]

On Thu, Jul 17, 2003 at 11:22:48AM -0700, Aaron Turner wrote:
> So we're using RT 3.0.0 with great success.  One thing we'd like to do
> however is have RT send an email to the on-call person when a new ticket
> is created.  That person would have 15 minutes to reply, and if not, the
> system would then page their backup.  Again, 15 minutes, and then it
> pages the manager until they respond.
> 
> Right now, there are two problems:
> 
> 1) Escalation
> 2) Our skytel two-way pagers don't maintain the subject line, or other
> headers and so it has no means of determining which ticket the person is
> replying to.  (The subject line is contained in the body)
> 
> Has anyone done anything like this?  I haven't been able to figure out
> how to write scrips or how the RT priority thing works.  Any
> pointers/suggestions/sample code would be really appreciated, even if it
> doesn't directly integrate with RT (including commerical software which
> does pager escalation.)

See http://lists.fsck.com/pipermail/rt-users/2003-January/011705.html.

I did this for RT2.0.  It uses the RT API and cron, so it should be 
reasonably easy to adapt for RT3.0.

Travis
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