NAME

RT-Extension-IncrementPriority - adds action RT::Action::IncrementPriority to increment a ticket's priority by one each time it is run.

DESCRIPTION

This extension adds a new Action called RT::Action::IncrementPriority which ignores ticket due dates and simply increments Priority by one (unless the ticket has already reached or exceeded FinalPriority in which case it does nothing). This is in contrast to RT::Action::LinearEscalate and RT::Action::EscalatePriority which both update priority based on due date.

This is useful when tickets do not have due dates but for which it is nonetheless desirable to periodically increment the priority, especially when updates are based on some search criteria (which can be specified in a call to rt-crontool).

For example, one could increment the priority of all 'new' or 'open' (but not 'stalled') ticket by running rt-crontool on an hourly basis:

    rt-crontool --search RT::Search::FromSQL \
    --search-arg "(Status='new' OR Status='open')" \
    --action RT::Action::IncrementPriority

Like RT::Action::LinearEscalate, RT::Action::IncrementPriority can also be run silently (i.e. without creating a transaction or updating the LastUpdated timestamp).

This can be accomplished by adding the argument UpdateLastUpdated set to 0:

    rt-crontool --search RT::Search::FromSQL \
    --search-arg "(Status='new' OR Status='open')" \
    --action RT::Action::IncrementPriority \
    --action-arg "UpdateLastUpdated: 0"

There is also an option RecordTransaction which when set to 1 will cause the priority incrementing to be recorded as a transaction on the ticket:

    rt-crontool --search RT::Search::FromSQL \
    --search-arg "(Status='new' OR Status='open')" \
    --action RT::Action::IncrementPriority \
    --action-arg "RecordTransaction: 1"

RT VERSION

Tested with RT 4.2. Should work with 4.0 as well.

INSTALLATION

1. Install the RT::Extension::IncrementPriority module from CPAN or manually:

    perl Makefile.PL
    make
    make install

1. Edit your /opt/rt4/etc/RT_SiteConfig.pm

   • If you are using RT 4.2 or greater, add the line: Plugin('RT::Extension::IncrementPriority');.
   • For RT 4.0, add the line: Set(@Plugins, qw(RT::Extension::IncrementPriority)); (or add RT::Extension::IncrementPriority to your existing @Plugins line).

2. Restart the RT webserver.

AUTHORS

• Joshua C. Randall jcrandall@alum.mit.edu
• Kevin Riggle kevinr@bestpractical.com
• Ruslan Zakirov ruz@bestpractical.com

BUGS

All bugs should be reported either:

• via email to: bug-RT-Extension-IncrementPriority@rt.cpan.org
• or via the web at: rt.cpan.org.

LICENSE AND COPYRIGHT

Copyright (c) 2015 Genome Research Ltd.

Copyright (c) 1996-2014 Best Practical Solutions, LLC
<sales@bestpractical.com>

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/licenses/old-licenses/gpl-2.0.html.