[rt-users] Suppressing priority messages

[ktm at rice.edu]

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?
> 
> RT version: 4.0.1
> 
> Thanks,
> Jason
> 

Hi Jason,

I would be very interested in how your workflow handles the priority
escalation every hour. We tried escalating the priority daily, but
since no additional resources were actually tied to the ticket
priority, the end result was to have most non-trivial tickets sitting
at the maximum priority.

The way we dealt with the priority change messages was to add a
"full headers" and a "brief headers" button on the ticket display.
The default was brief which did not display most of the internal
bookkeeping changes. This also improved the display speed.

Regards,
Ken