[rt-users] RT issues

[Rick Ellis]

I am currently testing a slightly more discerning version of
EscalatePriority.pm which calculates in hours, instead of days as we
escalate every 6 hours because of the short timescale the Business have
defined.

Once its stable, I'll pass it to Jesse for disposal how BestPractical
see fit.

Rik


On Thu, 2004-04-01 at 00:46, asterr wrote:
> WRT to priority escalation, RT::Action::EscalatePriority is only intended
> to be run once a day.  I believe it only calculates the days left before the
> due date and does something like:
> 
> $CURPRI + ( ($FINALPRI - $CURPRI) / $DAYSLEFT )
> 
> If no due date is set, it just does $CURPRI++.
> 
> You could probably customize the code to deal with smaller timeslices.
> 
> On Wed, 31 Mar 2004, Rick Ellis wrote:
> 
> > Hi Guys,
> > 
> > These issues have been observed in perl 5.8.0 -> 5.8.3 with RT 3.0.8 ->
> > 3.0.10 and latest version of CPAN modules.
> > 
> > We are currently seeing two issues, which concern us as part of our plan
> > to roll out RT. Its not a hardware problem as it has been observed on
> > two different sets of Hardware with two different versions of Solaris.
> > 
> > Firstly, as detailed in my previous email to the alias, we are seeing
> > total data loss from the InnoDB files, resulting in a restore being
> > required.
> > 
> > This happens even if the database is shutdown cleanly and properly. We
> > currently do a database mysqldump every hour to try to minimise the data
> > loss. Any Mysql experts out there want to give me some suggestions to
> > track the problem down?
> > 
> > Secondly, rt-crontool seems extremely arbitrary in its escalation.
> > 
> > For example, our queues are set to start at 1 and escalate to 99 over a
> > 2 day period. A tester submitted a ticket and 7 minutes later
> > rt-crontool did its scheduled run and escalated the ticket to 50. I then
> > manually ran rt-crontool again 5 minutes later ( so the ticket is only
> > 12 minutes old) and it escalated again to 99.
> > 
> > This clearly cannot be right. After 7 minutes it shouldn't have
> > escalated at all. After 12 hours, I would expect it to be at priority
> > 25.
> > 
> > Is there a way to make rt-crontool or RT::Action::Escalate a little more
> > discerning?
> > 
> > Thanks
> > 
> > -- 
> > Rick Ellis <Richard.Ellis at Sun.COM>
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.bestpractical.com
> > http://lists.bestpractical.com/mailman/listinfo/rt-users
> > 
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> > 
> > 
> > 
-- 
Rick Ellis <Richard.Ellis at Sun.COM>