[rt-users] searching on untouched tickets

[Drew Barnes]

matthew zeier wrote:

> I saw that but I also need to do stuff to the ticket based on the 
> Priority and time left untouched (basically change priority and 
> owner).  Different priorities trigger different actions.  Without 
> right custom actions, I wasn't clear how to do that.


You can always use the existing ones as templates for writing custom 
Conditions/Actions.  Or run a few instances of rt-crontool within a 
single shell script.  I have a very small department here, so I try to 
stretch the current functionality as far as it will go before I invest 
much time in branching out further.

I find the EscalatePriority one particularly useful, especially when 
used in conjunction with rt-remind. 
http://wiki.bestpractical.com/index.cgi?ConfigureEscalation and 
http://www.cs.kent.ac.uk/people/staff/tdb/rt3/

>
>
> ----- Original Message ----- From: "Drew Barnes" 
> <barnesaw at ucrwcu.rwc.uc.edu>
> To: "matthew zeier" <mrz at intelenet.net>
> Cc: <rt-users at lists.fsck.com>
> Sent: Tuesday, March 29, 2005 11:20 AM
> Subject: Re: [rt-users] searching on untouched tickets
>
>
>>
>>
>> matthew zeier wrote:
>>
>>>
>>>
>>> I need to search for tickets that haven't been touched in 2 hours 
>>> and reassign to an alternate owner.  What's the right limit to use?
>>
>>
>>
>> I would use rt-crontool and 
>> http://wiki.bestpractical.com/index.cgi?UntouchedInHours
>>
>> DB
>>
>>
>