[rt-users] Suppressing priority messages

[Jason Brown]

Ken,
     We are using a tiered approach as part of our priority system.  For 
instance, highest priority tickets would have a range from 90-100, 
medium priority tickets from 60 - 100, and lower tickets start at 1.  
Along with their priority, they also have an associated time frame of 
completion.  A break and fix scenario would need to be completed 
immediately if it affected the entire company whereas if it only 
impacted one individual and there was a work around (such as a dead 
keyboard) it would need to be resolved within three days.  Other time 
frames would be; improvements to a particular system would be completed 
within 30 days and projects are TBD which is dependent upon their 
scope.  The team checks into RT periodically throughout the day and 
takes work orders which focus on their job roles.

I have used this same type of work flow in the past when I worked for a 
university.  The only difference was that our help desk made the 
determination and assigned it appropriately (most of the time :) ).  
Projects were never apart of the work order system as they were tied 
into a secondary system like MS Project.

On 07/22/2011 10:21 AM, ktm at rice.edu 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?
>>
>> 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