RT::Action::LinearEscalate(3)
NAME
RT::Action::LinearEscalate
DESCRIPTION
LinearEscalate is a ScripAction which is NOT intended to be called per
transaction. It's intended to be called by an RT escalation tool. One
such tool is called rt-crontool and is located in $RTHOME/bin (see
"rt-crontool -h" for more details)
This ScripAction will move a ticket's priority from its initial prior-
ity to its final priority linearly as the ticket approaches its due
date.
This ScripAction uses RT's internal Ticket::_Set call to set ticket
priority without running scrips or recording a transaction on each
update.
To install this package:
# perl Makefile.PL
# make install
Once the ScripAction is installed, the following script in "cron" will
get tickets to where they need to be:
rt-crontool --search RT::Search::FromSQL --search-arg \
"(Status='new' OR Status='open' OR Status = 'stalled')" \
--action RT::Action::LinearEscalate
LinearEscalate's behavior can be controlled by two configuration
options set in RT_SiteConfig.pm -- LinearEscalate_RecordTransaction,
which defaults to false and causes the tool to create a transaction on
the ticket when it is escalated, and LinearEscalate_UpdateLastUpdated,
which defaults to true and updates the LastUpdated field when the
ticket is escalated. You cannot set LinearEscalate_UpdateLastUpdated
to false unless LinearEscalate_RecordTransaction is also false. (Well,
you can, but we'll just ignore you.)
perl v5.8.7 2006-04-20 RT::Action::LinearEscalate(3)