No subject

priorities. Right ? I am looking for something that escalates in the order
of 15-20 minutes. Maybe I should roll my own ...

Thansk you,
-ansh

> -----Original Message-----
> From: Seth Cohn, EFN General Manager [mailto:gm at efn.org]
> Sent: Friday, January 17, 2003 12:32 PM
> To: Anshuman Kanwar
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] time delay in the queue
> 
> 
> On Fri, 17 Jan 2003, Anshuman Kanwar wrote:
> 
> > Hi all,
> > 
> > I have been playing with RT and am very happy with its 
> feature set. I wish
> > to deploy it in a multiple sysadmin scenario.
> 
> I'm using it in a similar fashion.
> 
> > If an email/ticket has been in a queue for greater than a 
> specified amount
> > of time and no one takes responsibility for it, then it (or 
> a note about it)
> > gets mailed to a "big boss" email address, i.e. gets escalated.
> > 
> > I would be happy to get some hand holding on this.
> 
> Ok, without the no one takes responsiblity part, it's pretty 
> easy; use the
> escalator script, combined with the IfPriorityExceeds scrip.
> 
> Both live in http://fsck.com/pub/rt/contrib/2.0/rt-addons/
> 
> Adding the "no one takes responsibiliity" depends on your 
> setup:  Do you
> mean it's still new, it's still owned by Nobody, or nobody has taken
> action on it, or what?
> 
> I suspect a simple change to the IfPriority script or in the template
> called would do the job though.  I'd probably (and will) 
> write a template
> that will either complain to me and/or to the ticket's 
> owner's that it's
> still undone.
> 
> Another way to do this would be to write a script that looks 
> at how old a
> ticket is, and work from that too... but why not take advantage of the
> priorities at the same time?  That way, different time periods and
> emergencies can be handled too.  If it's important, just make 
> it higher
> priority, and it will have to be dealt with sooner.
> 
> 
> 
>