[rt-users] Short time frame ticket escalations

[Kevin Falcone]

On Fri, Aug 07, 2009 at 05:00:21PM -0400, Lander, Scott wrote:
> 
>    All,
> 
>        A couple of questions about escalations :
> 
>            We want to escalate tickets if the have not be taken after an hour.    Escalating
>    means, for us,  changing the priority ( start at 5, count down to 0) and also, notify the
>    queue CCAdmin.    This would only happen during our work hours - So, a ticket that comes in at
>    say 3:30pm at Pri 5, would at 4:30 go to Pri 4, and CCAdmin be notified.    At 8:30 the next
>    morning, it would go to Pri 3, at 9:30 to 2, etc.   At Pri 0, it would just notify once an
>    hour, until taken.
> 
> 
>               I don't see a built in to do this - the escalations seem to be designed on longer
>    time frame - daily.     Any one have any ideas / suggestions?

You want to look at the rt-crontool, you can use it and one of the
escalate priority options to search for tickets and bump them as
needed.

-kevin