[rt-users] Ticket Escalation without Updated field being updated

[Mattias Nordstrom]

Hi,

I'm running a nigthly cron which looks like this:

rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg 
Inquiries --condition RT::Condition::UntouchedInHours --condition-arg 24 
--action RT::Action::EscalatePriority --verbose

The purpose of this is to escalate tickets which haven't been worked on 
for 24 hours or more. I also do different actions on it after being 
untouched for several days, etc. This however would require that the 
ticket doesn't get updated when escalated. Is this doable?

TIA

-- 
Mattias Nordstrom
CTO
Oy Realnode Ab

nordstrom at realnode.com
www.realnode.com