Request Tracker 4: Ticket Escalation
- by Randy
I am running Request Tracker 4 on a Debian Squeeze Server. I have to implement a priority escalation.
Actually escalation is not the right term for this since the the ticket priority should be set linear via rt-crontool (or any other tool that can be run via a cronjob) dependent on the time that has been passed between the „Started“ and „Due“ to a number between 0 (starting priority) and the „Final Priority“ (eg. 100) while the value of the „Final Priority“ should be reached exactly the moment the „Due“-Date is passed.
This already implies that the search condition should be all tickets of a certain queue that have „Started“ AND „Due“ AND „Final Priority“.
The cronjob should be called very frequently for excample any 5 or 10 minutes so that the call should be indempotent and not depentent on the frequency of the rt-crontool invocations.
One Example: A Ticket is Started at 2012-12-23 0am and Due is 2012-12-23 11.59pm while the Final Priority is 100. When the call is made at noon the priority should be set to 50.
Could anybody help me with this?
Thank you for reading this to the bottom!
