[rt-users] Due dates based on custom fields

[Roedel, Mark]

We have an "Urgency" custom field in one of our queues, and I wrote a couple of scrips to set the ticket due date and starting and ending priorities based on that field's value.  (One scrip fires on ticket creation, and one fires on a change to the custom field's value.)

The scrip configuration for the ticket creation one looks like:

Condition: On Create
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
Custom Action Preparation Code:
	Return (1);
Custom Action Cleanup Code
	my $ticket = $self->TicketObj;
	my $CFName = 'Urgency';
	my $QueueObj = $self->TicketObj->QueueObj;
	my $CFObj = RT::CustomField->new ($QueueObj->CurrentUser);
	my $duedate = RT::Date->new($RT::SystemUser);
	my $bus_hours_duetime = time;
	
	use Business::Hours;
	my $hours = Business::Hours->new();
	my $now = time;
	
	$CFObj->LoadByNameAndQueue(Name=>$CFName, Queue=>$QueueObj->id);
	unless ($CFObj->id) {
	  $RT::Logger->warning ("$CFName doesn't exist in Queue " . $QueueObj->Name);
	  return undef;
	}
	
	my $urgencyvalue = $self->TicketObj->FirstCustomFieldValue($CFObj->id);
	if ($urgencyvalue eq 'Emergency') {
	  $self->TicketObj->SetPriority('100');
	  $self->TicketObj->SetFinalPriority('100');
	  $bus_hours_duetime = $hours->add_seconds ($now, 14400);
	  $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime);
	  $self->TicketObj->SetDue($duedate->ISO);
	} elsif ($urgencyvalue eq 'Urgent') {
	  $self->TicketObj->SetPriority('90');
	  $self->TicketObj->SetFinalPriority('99');
	  $bus_hours_duetime = $hours->add_seconds ($now, 32400);
	  $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime);
	  $self->TicketObj->SetDue($duedate->ISO);
	} elsif ($urgencyvalue eq 'Time-Sensitive') {
	  $self->TicketObj->SetPriority('89');
	  $self->TicketObj->SetFinalPriority('89');
	  $bus_hours_duetime = $hours->add_seconds ($now, 97200);
	  $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime);
	  $self->TicketObj->SetDue($duedate->ISO);
	} elsif ($urgencyvalue eq 'High') {
	  $self->TicketObj->SetPriority('75');
	  $self->TicketObj->SetFinalPriority('88');
	  $duedate->Set(Format=>'unknown', Value=>'15 days');
	  $self->TicketObj->SetDue($duedate->ISO);
	} elsif ($urgencyvalue eq 'Medium') {
	  $self->TicketObj->SetPriority('50');
	  $self->TicketObj->SetFinalPriority('74');
	  $duedate->Set(Format=>'unknown', Value=>'3 months');
	  $self->TicketObj->SetDue($duedate->ISO);
	} elsif ($urgencyvalue eq 'Low') {
	  $self->TicketObj->SetPriority('25');
	  $self->TicketObj->SetFinalPriority('49');
	  $duedate->Set(Format=>'unknown', Value=>'6 months');
	  $self->TicketObj->SetDue($duedate->ISO);
	} elsif ($urgencyvalue eq 'Very Low') {
	  $self->TicketObj->SetPriority('1');
	  $self->TicketObj->SetFinalPriority('24');
	  $duedate->Set(Format=>'unknown', Value=>'1 year');
	  $self->TicketObj->SetDue($duedate->ISO);
	} else {
	}
	return(1);

(The Business::Hours library is used by the first three urgency values to ensure that short-term tickets come due during our working hours.)


--
Mark Roedel
Webmaster
LeTourneau University


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jose de Paula Eufrasio Junior
Sent: Tuesday, January 19, 2010 10:54 PM
To: rt-users
Subject: [rt-users] Due dates based on custom fields

So, I want to use custom fields to classify the tickets on the support
queue as some pre-defined services. Each service has a defined SLA. I
am also using escalation of tickets based on due date. Is there
anything out that can define the due date of tickets based on those
custom fields? I saw the SLA extension but it looks like SLA per
queue, while what I want is per ticket.

-- 
José de Paula Eufrásio Júnior (coredump)
MCSO, GRC Professional
http://core.eti.br