[rt-users] RT issues

[asterr]

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>
> 
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> 
> 
>