[rt-users] Need help with handling stalled tickets

[Ken O'Driscoll]

Hello Sarah,


On Mon, 2005-01-17 at 14:47, sab.lists wrote:
> Hello everybody

[... snip ...]

> As I don't have any manual for RT (I couldn't find anything on the 
> bestpractical homepage), I started googeling... I didn't find much.. but 
> at least I found the RT-Maillinglist ;-)

Docs for RT2 : http://fsck.com/rtfm/


[... snip ...]

> What we exactly need is a way to handle stalled or very old unresolved 
> Tickets. Is it somehow possible to send a reminder E-Mail to the Ticket 
> owner after a while if a ticket has been stalled or hasn't been altert 
> for a certain time? Probably it would also be a good thing if a stalled 
> ticket would be automaticaly reopend or get a higher priority or something.
> 
> What's important: we're only using RT 2 (not 3) and no-one ever uses 
> Starting or Due Dates.... so I have to find a way using the 
> creation-date or the date of the status-change (in case of stalled 
> tickets) as a time reference.

I think what you are looking for is a package called rt-remind and
rt-escalate (http://www.cs.kent.ac.uk/people/staff/tdb/rt3/)  They're
for RT3 but it should be easy to hack them to do what you want with RT2.

These scripts are based on the priority value, which I assume RT2 has -
I've never used it!

[... snip ...]


Hope this helps,

 - Ken.



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