[rt-users] Setting up Escalation

Paul Broadwith paul.broadwith at blueivy.co.uk
Thu Aug 5 11:30:49 EDT 2010

Bit stuck here.


Looked at the page
http://wiki.bestpractical.com/view/ConfigureEscalation to setup
Escalation. One of the examples suggested using this command line to
test it: 


/opt/rt3/bin/rt-crontool --verbose --search RT::Search::FromSQL
--search-arg "(Status='new' OR Status='open') AND FinalPriority > 0 AND
Due > 'Jan 1, 1970'" --action RT::Action::Generic


So I did that and get the following error:


102: Processing without transaction, some conditions and actions may
fail. Consider using --transaction argumentAction prepared...Action


Many times (I assume the number is the ticket number).


The problem I *think* I am having is that the account that cron runs
under has to match a user in RT. I setup a user called rt_user in RT,
gave it Global Permissions to ShowTicket and ModifyTicket and then set
the account up in Linux (again as suggested in an example) , su into
that account and run the command above but then I get an error about not
finding RT_Config.pm - permission denied. I added rt_user to the root
group but still the same problem. So I had a brainwave, setup an account
on rt called root but it won't let me do that.


So, I'm stuck. I don't want to start playing around with permissions in
RT so can somebody please tell me what I need to do or point me in the
right direction? Have checked the RT Essentials book but nothing
significant in there.


Kind regards,


Paul Broadwith (MBCS)

Microsoft Certified Professional

Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner

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