On Fri, Aug 24, 2012 at 04:39:47AM +0000, Dave Fitches wrote: > However when the job is changed from stalled back to open, it doesn't > punch the Due Date out > according to the time it was stalled. So - a job is due 5 days after it's > created. If we stall > the job after 4 hours, the priority will freeze at 10. If we change the > job back to "open" 2 > days later, the due date remains unchanged and the job will still be due > in another 2.5 days. > Next time the LinearEscalate cron job runs, the Priority jumps right up to > 50. > > What we WANT it to do, is - when we un-stall the job 2 days later, we want > RT to automatically > extend the Due Date by the same amount of time it was stalled - in this > case, 2 days.
Unfortunately, you're likely going to need some customizations there, the doc for IgnoreOnStatuses has the following note about recalculating Due: NOTE: When a ticket goes from an ignored status to a normal status, the new Due date is calculated from the last action (reply, SLA change, etc) which fits the SLA type (Response, Starts, KeepInLoop, etc). This means if a ticket in the above example flips from stalled to open without a reply, the ticket will probably be overdue. In most cases this shouldn't be a problem since moving out of stalled-like statuses is often the result of RT's auto-open on reply scrip, therefore ensuring there's a new reply to calculate Due from. The overall effect is that ignored statuses don't let the Due date drift arbitrarily, which could wreak havoc on your SLA performance. This is a new feature in 0.06, and patches to extend the behavior would probably be interesting to my colleagues who worked on the feature. -kevin
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