[rt-users] Enhancements and workflows that we have added

Tue Apr 1 00:24:37 EDT 2008

I tried to create a new page on the wiki, but got an apache error :(

If anyone else would like to give it a go, feel free.

This is a mod to the RT/Action/EscalatePriority.pm

It will escalate priority towards Start Date instead of Due Date.
Tickets with no Start Date will increase in Priority by 1 per day.
Tickets that reach Final Priority will continue to increase by 1 per
day.

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=head1 NAME

  RT::Action::EscalatePriority

=head1 DESCRIPTION

EscalatePriority is a ScripAction which is NOT intended to be called
per transaction. It's intended to be called by an RT escalation tool.
One such tool is called rt-crontool and is located in $RTHOME/bin (see
C<rt-crontool -h> for more details)

EsclatePriority uses the following formula to change a ticket's
priority:

    Priority = Priority +  (( FinalPriority - Priority ) / (
DueDate-Today))

Unless the duedate is past, in which case priority gets bumped straight
to final priority.

In this way, priority is either increased or decreased toward the final
priority
as the ticket heads toward its due date.

=cut

package RT::Action::EscalatePriority;
require RT::Action::Generic;

use strict;
use vars qw/@ISA/;
@ISA=qw(RT::Action::Generic);

#Do what we need to do and send it out.

#What does this type of Action does

# {{{ sub Describe 
sub Describe  {
  my $self = shift;
  return (ref $self . " will move a ticket's priority toward its final
priority.");
}
# }}}

# {{{ sub Prepare 
sub Prepare  {
    my $self = shift;

    if ($self->TicketObj->Priority() ==
$self->TicketObj->FinalPriority()) {
    # no update necessary.
    $self->{'prio'} = ($self->TicketObj->Priority + 1);
    return 1;
    }
  elsif ($self->TicketObj->Priority() >
$self->TicketObj->FinalPriority()) {
    # no update necessary.
    $self->{'prio'} = ($self->TicketObj->Priority + 1);
    return 1;
    }

    #compute the number of days until the ticket is due
    my $due = $self->TicketObj->StartsObj();

    # If we don't have a due date, adjust the priority by one
    # until we hit the final priority
    if ($due->Unix() < 1) {
    if ( $self->TicketObj->Priority > $self->TicketObj->FinalPriority ){
        $self->{'prio'} = ($self->TicketObj->Priority + 1);
        return 1;
    }
    elsif ( $self->TicketObj->Priority < $self->TicketObj->FinalPriority
){
        $self->{'prio'} = ($self->TicketObj->Priority + 1);
        return 1;
    }
    # otherwise the priority is at the final priority. we don't need to
    # Continue
    else {
        $self->{'prio'} = ($self->TicketObj->Priority + 1);
        return 1;
    }
    }

    # we've got a due date. now there are other things we should do
    else { 
    my $diff_in_seconds = $due->Diff(time());    
    my $diff_in_days = int( $diff_in_seconds / 86400);    

    #if we haven't hit the due date yet
    if ($diff_in_days > 0 ) {    

        # compute the difference between the current priority and the
        # final priority

        my $prio_delta = $self->TicketObj->FinalPriority() -
$self->TicketObj->Priority;

        my $inc_priority_by = int( $prio_delta / $diff_in_days );

        #set the ticket's priority to that amount
        $self->{'prio'} = $self->TicketObj->Priority + $inc_priority_by;

    }
    #if $days is less than 1, set priority to final_priority
    else {    
        $self->{'prio'} = $self->TicketObj->FinalPriority();
    }

    }
    return 1;
}
# }}}

sub Commit {
    my $self = shift;
   my ($val, $msg) = $self->TicketObj->SetPriority($self->{'prio'});

   unless ($val) {
    $RT::Logger->debug($self . " $msg\n"); 
   }
}

eval "require RT::Action::EscalatePriority_Vendor";
die $@ if ($@ && $@ !~ qr{^Can't locate
RT/Action/EscalatePriority_Vendor.pm});
eval "require RT::Action::EscalatePriority_Local";
die $@ if ($@ && $@ !~ qr{^Can't locate
RT/Action/EscalatePriority_Local.pm});

1;

_____

_____

Aaron Sallade'

-----Original Message-----
From: Ruslan Zakirov [mailto:ruz at bestpractical.com] 
Sent: Monday, March 31, 2008 8:29 PM
To: Aaron Sallade
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Enhancements and workflows that we have added

On Tue, Apr 1, 2008 at 3:54 AM, Aaron Sallade <asallade at ptsowa.org>
wrote:
> Just in case these are of interest to anyone else-
>
[snip]

>  Altered Priority and Aging. We modified aging so that it ages towards
>  Starts instead of Due. We also made it so that priority will increase
by
>  1 for each day past the start date until it is resolved. Tickets with
no
>  start date age with a priority increase of 1 per day.
Several days ago I've update RT::Action::LinearEscalate [1] you should
look at it and may be port changes into it and send us patches. This
will be part of the RT 3.8.0

[snip]
>
>  -Aaron

[1]
http://search.cpan.org/~ruz/RT-Action-LinearEscalate-0.06/lib/RT/Action/
LinearEscalate.pm

-- 
Best regards, Ruslan.