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

Aaron Sallade asallade at PTSOWA.ORG
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

# This software is Copyright (c) 1996-2007 Best Practical Solutions, LLC

#                                          <jesse at bestpractical.com>
# (Except where explicitly superseded by other copyright notices)
# This work is made available to you under the terms of Version 2 of
# the GNU General Public License. A copy of that license should have
# been provided with this software, but in any event can be snarfed
# from www.gnu.org.
# This work is distributed in the hope that it will be useful, but
# WITHOUT ANY WARRANTY; without even the implied warranty of
# General Public License for more details.
# You should have received a copy of the GNU General Public License
# along with this program; if not, write to the Free Software
# Foundation, Inc., 51 Franklin Street, Fifth Floor, Boston, MA
# 02110-1301 or visit their web page on the internet at
# http://www.gnu.org/copyleft/gpl.html.
# (The following paragraph is not intended to limit the rights granted
# to you to modify and distribute this software under the terms of
# the GNU General Public License and is only of importance to you if
# you choose to contribute your changes and enhancements to the
# community by submitting them to Best Practical Solutions, LLC.)
# By intentionally submitting any modifications, corrections or
# derivatives to this work, or any other work intended for use with
# Request Tracker, to Best Practical Solutions, LLC, you confirm that
# you are the copyright holder for those contributions and you grant
# Best Practical Solutions,  LLC a nonexclusive, worldwide, irrevocable,
# royalty-free, perpetual, license to use, copy, create derivative
# works based on those contributions, and sublicense and distribute
# those contributions and any derivatives thereof.
=head1 NAME



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 +  (( FinalPriority - Priority ) / (

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
as the ticket heads toward its due date.


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

use strict;
use vars qw/@ISA/;

#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
# }}}

# {{{ 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() -
        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
eval "require RT::Action::EscalatePriority_Local";
die $@ if ($@ && $@ !~ qr{^Can't locate




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>
> Just in case these are of interest to anyone else-

>  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
>  1 for each day past the start date until it is resolved. Tickets with
>  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

>  -Aaron


Best regards, Ruslan.

More information about the rt-users mailing list