EscalationWithForcedAging

This is a modification to the RT/Action/EscalatePriority.pm

This will cause tickets to Escalate towards the Start Date, as opposed to the Due Date. Also, Tickets with no Start Date will increase in priority of 1 per day, starting with the Initial Priority. All tickets will increase in Priority (even past the Final Priority) by 1 each day after the Start Date.

In this way, old tickets with no assigned start date will slowly grow in priority until they excede the teams top items and need to be addressed, reprioritized or resolved. It also insures that tickets which have reached their Final Priority and or or Start Date, but are unresolved, will continue to age and increase in priority, so that they do not fall off the radar.

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RT::Action::EscalatePriority

=head1 DESCRIPTION

EscalatePriority 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 C<rt-crontool -h> for more details)

EsclatePriority uses the following formula to change a ticket's priority:

Priority = Priority +  (( FinalPriority - Priority ) / ( DueDate-Today))

Unless the duedate is past, in which case priority gets bumped straight to final priority.

In this way, priority is either increased or decreased toward the final priority as the ticket heads toward its due date.

=cut

package RT::Action::EscalatePriority; require RT::Action::Generic;

use strict; use vars qw/@ISA/; @ISA=qw(RT::Action::Generic);

1. Do what we need to do and send it out.

1. What does this type of Action does

# {{{ sub Describe sub Describe {

my $self = shift;
return (ref $self . " will move a ticket's priority toward its final priority.");

} # }}}

# {{{ sub Prepare sub Prepare {

my $self = shift;

if ($self->TicketObj->Priority() == $self->TicketObj->FinalPriority()) {

1. no update necessary. $self->{'prio'} = ($self->TicketObj->Priority + 1); return 1;

  }
elsif ($self->TicketObj->Priority() > $self->TicketObj->FinalPriority()) {

1. no update necessary. $self->{'prio'} = ($self->TicketObj->Priority + 1); return 1;

}
 
 #compute the number of days until the ticket is due
 my $due = $self->TicketObj->StartsObj();
 
 
 # If we don't have a due date, adjust the priority by one
 # until we hit the final priority
 if ($due->Unix() < 1) {
 

if ( $self->TicketObj->Priority > $self->TicketObj->FinalPriority ){ $self->{'prio'} = ($self->TicketObj->Priority + 1); return 1; } elsif ( $self->TicketObj->Priority < $self->TicketObj->FinalPriority ){ $self->{'prio'} = ($self->TicketObj->Priority + 1); return 1; } # otherwise the priority is at the final priority. we don't need to # Continue else { $self->{'prio'} = ($self->TicketObj->Priority + 1); return 1; }

}
 
 # we've got a due date. now there are other things we should do
 else {
 

my $diff_in_seconds = $due->Diff(time()); my $diff_in_days = int( $diff_in_seconds / 86400);

1. if we haven't hit the due date yet if ($diff_in_days > 0 ) {

1. compute the difference between the current priority and the # final priority

my $prio_delta = $self->TicketObj->FinalPriority() - $self->TicketObj->Priority;

my $inc_priority_by = int( $prio_delta / $diff_in_days );

1. set the ticket's priority to that amount $self->{'prio'} = $self->TicketObj->Priority + $inc_priority_by;

} #if $days is less than 1, set priority to final_priority else { $self->{'prio'} = $self->TicketObj->FinalPriority(); }

}
return 1;

} # }}}

sub Commit {

 my $self = shift;
my ($val, $msg) = $self->TicketObj->SetPriority($self->{'prio'});

unless ($val) {

$RT::Logger->debug($self . " $msg\n");

}

}

eval "require RT::Action::EscalatePriority_Vendor"; die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/EscalatePriority_Vendor.pm}); eval "require RT::Action::EscalatePriority_Local"; die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/EscalatePriority_Local.pm});

1;