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.
# BEGIN BPS TAGGED BLOCK {{{ # # COPYRIGHT: # # This software is Copyright (c) 1996-2007 Best Practical Solutions, LLC # <jesse@bestpractical.com> # # (Except where explicitly superseded by other copyright notices) # # # LICENSE: # # This work is made available to you under the terms of Version 2 of # the GNU General Public License. A copy of that license should have # been provided with this software, but in any event can be snarfed # from www.gnu.org. # # This work is distributed in the hope that it will be useful, but # WITHOUT ANY WARRANTY; without even the implied warranty of # MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU # General Public License for more details. # # You should have received a copy of the GNU General Public License # along with this program; if not, write to the Free Software # Foundation, Inc., 51 Franklin Street, Fifth Floor, Boston, MA # 02110-1301 or visit their web page on the internet at # http://www.gnu.org/copyleft/gpl.html. # # # CONTRIBUTION SUBMISSION POLICY: # # (The following paragraph is not intended to limit the rights granted # to you to modify and distribute this software under the terms of # the GNU General Public License and is only of importance to you if # you choose to contribute your changes and enhancements to the # community by submitting them to Best Practical Solutions, LLC.) # # By intentionally submitting any modifications, corrections or # derivatives to this work, or any other work intended for use with # Request Tracker, to Best Practical Solutions, LLC, you confirm that # you are the copyright holder for those contributions and you grant # Best Practical Solutions, LLC a nonexclusive, worldwide, irrevocable, # royalty-free, perpetual, license to use, copy, create derivative # works based on those contributions, and sublicense and distribute # those contributions and any derivatives thereof. # # END BPS TAGGED BLOCK }}} =head1 NAME
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);
- Do what we need to do and send it out.
- 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()) {
- no update necessary. $self->{'prio'} = ($self->TicketObj->Priority + 1); return 1;
}
elsif ($self->TicketObj->Priority() > $self->TicketObj->FinalPriority()) {
- 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( $diff_in_seconds / 86400);
- if we haven't hit the due date yet if ($diff_in_days > 0 ) {
- 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 );
- 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;