[rt-users] RT-Crontab configuration

[Adolfo Santiago]

I see.  Basically, our time limits are too short for the escalation
calculation.  Not to mention the due date comes up very fast.

I looked around some more and found the EscalatePriorityLinear module and
implemented that.  It works quite well.

Chago



> -----Original Message-----
> From: Kelly F. Hickel [mailto:kfh at mqsoftware.com]
> Sent: Wednesday, February 18, 2004 9:04 PM
> To: Adolfo Santiago; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] RT-Crontab configuration
>
>
> If the ticket is at or past the due date when the script is run, the
> priority becomes the max.  It's not clear to me from your description
> (due in 1 day. However, we often change the due date), whether or not
> the tickets are already past their due date, but it seems likely.  Note
> that if the due date is past, and the script bumps the priority to 99,
> merely changing the due date won't lower the priority.
>
> -Kelly
>
> > -----Original Message-----
> > From: Adolfo Santiago [mailto:mailbag at anothernet.com]
> > Sent: Wednesday, February 18, 2004 8:01 PM
> > To: rt-users at lists.bestpractical.com
> > Subject: RE: [rt-users] RT-Crontab configuration
> >
> > I'm running the script as indicated below, but the priorities are
> being
> > pegged at 99, regardless of the due date.  I'm running:
> >
> > /opt/rt3/bin/rt-crontool --search
> > RT::Search::ActiveTicketsInQueue --search-arg Manager \
> > --action RT::Action::EscalatePriority --verbose
> >
> > The queue is set up to start with a priority of 1, end with a priority
> of
> > 99, and with requests due in 1 day.  However, we often change the due
> > date.
> >
> > What am I doing wrong?  I've read RTWiki and the list archives.
> >
> > Thanks!
> >
> > Chago
> >
> >
> > > -----Original Message-----
> > > From: rt-users-bounces at lists.bestpractical.com
> > > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of asterr
> > > Sent: Tuesday, February 17, 2004 10:21 AM
> > > To: Duncan Pickard
> > > Cc: Rt-Users
> > > Subject: Re: [rt-users] RT-Crontab configuration
> > >
> > >
> > > I have cronjobs like the following:
> > >
> > > 13 0 * * * /opt/RT/bin/rt-crontool --action
> > > RT::Action::EscalatePriority --search
> > > RT::Search::ActiveTicketsInQueue --search-arg changecontrol
> > >
> > > Change the --search-arg argument to match the queue you want to
> escalate
> > > priorities for.  I do one cronjob per queue -- there may be a
> > > more efficient
> > > way to do this.
> > >
> > > -Aaron
> > >
> > > On Tue, 17 Feb 2004, Duncan Pickard wrote:
> > >
> > > > OK-
> > > >     I was trying to figure out why the priority of my tickets
> > > was not going
> > > > up.  So I poked arround and found the rt-crontool file.  AH-HA!
> > >  I need to
> > > > set up a cron job somewhere to do this.  However, rt-crontool does
> not
> > > > appear to be documented anywhere.  I eventualy found
> > > ./rtcrontool --help,
> > > > but that was not very enlightening.  I am looking to have the
> > > priority of my
> > > > tickets move from their origina priority at creation, twards their
> > final
> > > > priority at due date.  I am guessing I will need to set up a
> > > dummy user (rt3
> > > > perhaps) who is a member of the group rt, and have the
> > > rt-crontool executed
> > > > at regular intervals, what I can't figure out are what options
> > > I would use
> > > > for rt-crontool.  Any ideas?
> > > >
> > > >
> > >
> > > >                - D. Pickard
> > > >
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