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

[Mattias Nordstrom]

Russell Mosemann wrote:
> That approach works.  Copy lib/RT/Action/EscalatePriority.pm to
> EscalatePriority_Local.pm and change the line at the bottom in Commit from
> 
>    my ($val, $msg) = $self->TicketObj->SetPriority($self->{'prio'});
> 
> to
> 
>    my ($val, $msg) = $self->TicketObj->_Set(Field => 'Priority',
>                                             Value => $self->{'prio'},
>                                             RecordTransaction => 0);
> 
> Of course, use at your own risk.  This will keep long-term tickets from
> filling up with priority change transactions when escalated.

I made the change. This doesn't record the change in history which is a 
good thing and solves one problem. The Updated date is updated however.

-- 
Mattias Nordstrom
CTO
Oy Realnode Ab

nordstrom at realnode.com
www.realnode.com