[rt-users] Automatically move queue every x number of days or move / reassign according to priority

[Kris Germann]

Thank you  Ruslan, this is exactly what I'm looking for.

Kris Germann
Supervisor, Sales & Technical Support
Fibernetics Corporation
freephoneline.ca
605 Boxwood Drive
Cambridge ON, N3E1A5

-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: Friday, April 15, 2011 8:51 PM
To: Kris Germann
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Automatically move queue every x number of days or move / reassign according to priority

Hi,

Sure you can. You need SearchByDates from the wiki, rt-crontool's documentation and custom action move to queue.

* http://requesttracker.wikia.com/wiki/SearchOnDates
* http://requesttracker.wikia.com/wiki/UseRtCrontool
* http://requesttracker.wikia.com/wiki/CustomActionSnippets#Change_ticket.27s_queue

On Sat, Apr 16, 2011 at 2:27 AM, Kris Germann <kgermann at fibernetics.ca> wrote:
> Hey everybody,
>
> I was wondering if any of you were aware of any way we could 'auto-escalate'
> support tickets. Right now we have three groups in particular we'd 
> need this
> for:
>
> Support: General - L1
> Support: General - L2 Escalations
> Support: General - L3 Escalations
>
> Our support mail is pop'd from our mailserver to Support: General - 
> L1, and worked on by our Tier 1 staff, and escalated accordingly. This 
> is good, when it is done; sometimes tickets can be left for days at a 
> time (Over holidays
> etc..) and we don't want them being looked at by Tier 1 anymore, but 
> now Tier 2, as the customer might be waiting a while now and needs 
> immediate support - Is there a way I could configure my queue-specific 
> scrips to move tickets from "Support: General - L1" < 3 days old to 
> "Support: General - L2 Escalations", and so on for "Support: General - L3 Escalations" ?
>
> Help is greatly appreciated.
>
> Kris Germann
> Fibernetics Corporation
> 605 Boxwood Drive
> Cambridge ON, N3E1A5
>
>
>



--
Best regards, Ruslan.