Morning all I've dug through the archives and wiki pages looking for some guidance to follow on escalations, and I'm not quite finding the information I need - I'm probably looking for the wrong thing...
We're using a fairly ordinary set of escalations whereby a perl script iterates over queues and tickets within the queue (filtered by status = "new"), looks up the relevant person to email from a separate text file for the first and second escalation, checks the due date & today's date, increases priority if necessary and sends an email out to prod someone. As we're not a 24/7 shop, and we don't work weekends, we'd like to factor in weekends and periods of closure (Christmas break, for example). Does anyone have any working examples where the escalation depends on the day or time of year, and is then done (for example) a day after the break is over? TIA Graeme _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
