[rt-users] Escalating priorities and using 'LastUpdated' in searches
Hi, We are currently escalating priorities for all queues each night with a cron job. # escalate tickets for all queues while (my $queue = $queues-Next) { my $queuename = $queue-Name; system($crontool --search RT::Search::ActiveTicketsInQueue . --search-arg \$queuename\ . --action RT::Action::EscalatePriority); } Now some people are complaing that they cannot look at tickets that haven't been updated in a given time period (by a real person) using 'LastUpdated' in searches, since most tickets have their priority updated every night and there is a transaction: root - Priority changed from… Is there a way to ignore transactions of priority change when running queries using 'LastUpdated', or perhaps I should not run the cron job at all. I am not sure that it really provides us with anything at the moment other than being able to sort on priority. What do other people do with escalating priorities and using LastUpdated in searches? Regards, Jason ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Escalating priorities and using 'LastUpdated' in searches
On Mon, Jun 08, 2009 at 05:39:58PM +0100, Jason Doran wrote: Hi, We are currently escalating priorities for all queues each night with a cron job. # escalate tickets for all queues while (my $queue = $queues-Next) { my $queuename = $queue-Name; system($crontool --search RT::Search::ActiveTicketsInQueue . --search-arg \$queuename\ . --action RT::Action::EscalatePriority); } Now some people are complaing that they cannot look at tickets that haven't been updated in a given time period (by a real person) using 'LastUpdated' in searches, since most tickets have their priority updated every night and there is a transaction: root - Priority changed from? Is there a way to ignore transactions of priority change when running queries using 'LastUpdated', or perhaps I should not run the cron job at all. I am not sure that it really provides us with anything at the moment other than being able to sort on priority. What do other people do with escalating priorities and using LastUpdated in searches? Regards, Jason Hi Jason, We initially setup priority escalation nightly as well. And like you we found that the LastUpdated information was lost. In addition, in our environment as priorities increased, no additional resources were actually available to help resolve the higher priority tickets. This resulted in a large number of tickets with a high priority and often at the priority cap. So in addition to losing the LastUpdated information, the use of the priority field to track an issues priority was lost as well. And one final problem, the additional noise priority escalation transactions also slowed down ticket display as well. I would recommend not using priority escalation unless you have addressed all of the problems mentioned above. Good luck, Ken ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Escalating priorities and using 'LastUpdated' in searches
On Jun 8, 2009, at 12:54 PM, Kenneth Marshall wrote: On Mon, Jun 08, 2009 at 05:39:58PM +0100, Jason Doran wrote: Hi, We are currently escalating priorities for all queues each night with a cron job. # escalate tickets for all queues while (my $queue = $queues-Next) { my $queuename = $queue-Name; system($crontool --search RT::Search::ActiveTicketsInQueue . --search-arg \$queuename\ . --action RT::Action::EscalatePriority); } Now some people are complaing that they cannot look at tickets that haven't been updated in a given time period (by a real person) using 'LastUpdated' in searches, since most tickets have their priority updated every night and there is a transaction: root - Priority changed from? Is there a way to ignore transactions of priority change when running queries using 'LastUpdated', or perhaps I should not run the cron job at all. I am not sure that it really provides us with anything at the moment other than being able to sort on priority. What do other people do with escalating priorities and using LastUpdated in searches? Regards, Jason Hi Jason, We initially setup priority escalation nightly as well. And like you we found that the LastUpdated information was lost. In addition, in our environment as priorities increased, no additional resources were actually available to help resolve the higher priority tickets. This resulted in a large number of tickets with a high priority and often at the priority cap. So in addition to losing the LastUpdated information, the use of the priority field to track an issues priority was lost as well. And one final problem, the additional noise priority escalation transactions also slowed down ticket display as well. I would recommend not using priority escalation unless you have addressed all of the problems mentioned above. The RT::Action::LinearUpdate module has a different update algorithm, but takes a few arguments, including one to stop recording Transactions and another to stop updating LastUpdated You can read about the algorithm and the arguments in the POD of the action module -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com