[rt-users] Priority escalation question

Gene LeDuc gleduc at mail.sdsu.edu
Mon Jun 18 12:25:33 EDT 2007

Hi Mathew,

If I understand what you're doing and what you want, your script is 
treating every ticket as being at least 1 day old, which is wrong when the 
ticket was created just a few hours earlier.  Since you only run this thing 
once a day, you could check to see if a ticket is at least 24hrs old before 
bumping it to the next level.  Something like
   if ($now - $created >= $one_day) { escalate_ticket() };


At 03:30 AM 6/17/2007, Mathew Snyder wrote:
>We have a queue for which tickets are due in 3 days.  The initial priority 
>is 50
>and the final priority is 75 (strange, I know. It isn't my plan, that's for
>sure).  I have the escalation cron job set for 9pm every night due to our 
>starting with the 9pm shift.
>I noticed something I don't quite get.  I saw a ticket which was created 
>at 6pm
>on Friday June 15.  The cron job ran at 9pm Friday promoting it to the next
>priority level then again on Saturday promoting it to its final priority 
>  That isn't even 3 days and it was already at its final priority.
>As we are a 24-hour shop, when I think of three days, I think of 72 hours as
>opposed to three "8-hour work days" for a total of 21 hours.  So a ticket
>created at 6pm Friday would only be 51 hours old or, just 2 days and 3 
>hours old
>when it reaches final priority.
>Is there something that can be changed in the code to fix this or is the only
>fix a matter of simply running it after midnight so a ticket is always first
>promoted a "day" after it was created?

Gene LeDuc, GSEC
Security Analyst
San Diego State University 

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