[rt-users] Suppressing priority messages

[Kevin Falcone]

On Fri, Jul 22, 2011 at 09:15:22AM -0400, Jason Brown wrote:
>    Here is the code, I believe this was custom written by a previous employee:

Read the docs for EscalatePriority vs LinearEscalate (you can perldoc
the .pm files in your RT tree).  

LinearEscalate can be silent, but uses a different algorithm.

If you can't change algorithms, you can port the features of
LinearEscalate to EscalatePriority and send in a patch

-kevin

>  #!/usr/bin/perl
> 
>  use strict;
> 
>  use warnings;
> 
>  # Points to the RT4 library
> 
>  use lib ("/opt/rt4/lib","/opt/rt4/local/lib");
> 
>  my $crontool = "/opt/rt4/bin/rt-crontool";
> 
> 
>  package RT;
> 
>  use RT::Interface::CLI qw(CleanEnv);
> 
>  #Clean our the environment
> 
>  CleanEnv();
> 
>  # Load the RT configuration
> 
>  RT::LoadConfig();
> 
>  # Initialise RT
> 
>  RT::Init();
> 
>  my $queues = new RT::Queues($RT::SystemUser);
> 
>  $queues->LimitToEnabled();
> 
>  while (my $queue = $queues->Next) {
> 
>      my $queuename = $queue->Name;
> 
>      system("$crontool --search RT::Search::ActiveTicketsInQueue " .
> 
>             "--search-arg \"$queuename\" ".
> 
>             "--action RT::Action::EscalatePriority");
> 
>  }
> 
>  $RT::Handle->Disconnect();
> 
>  exit 0;
> 
>    On 07/22/2011 09:04 AM, Kevin Falcone wrote:
> 
>  On Fri, Jul 22, 2011 at 08:59:05AM -0400, Jason Brown wrote:
> 
>  Hello all,
>      We have a RT escalation script which is run every hour to
>  increase the priority level of a ticket.  In doing so, it creates a
>  lot of noise within the work order itself, placing "Enoch Root -
>  Priority changed" everytime its increased.  I was wondering if its
>  possible to suppress those messages?
> 
>  Without knowing what the script does, that's hard to say.
>  One of the RT::Actions available to rt-crontool has a "skip the
>  transaction" message, the other doesn't.  If you've written custom
>  code, you can steal the skipping code from the correct RT::Action
> 
>  -kevin
> 
> 
> 
>  --------
>  2011 Training: [1]http://bestpractical.com/services/training.html
> 
> References
> 
>    Visible links
>    1. http://bestpractical.com/services/training.html

> 
> --------
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