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Diffstat (limited to 'rt/lib/RT/Action/EscalatePriority.pm')
| -rw-r--r-- | rt/lib/RT/Action/EscalatePriority.pm | 166 |
1 files changed, 166 insertions, 0 deletions
diff --git a/rt/lib/RT/Action/EscalatePriority.pm b/rt/lib/RT/Action/EscalatePriority.pm new file mode 100644 index 0000000..bf9de92 --- /dev/null +++ b/rt/lib/RT/Action/EscalatePriority.pm @@ -0,0 +1,166 @@ +# BEGIN BPS TAGGED BLOCK {{{ +# +# COPYRIGHT: +# +# This software is Copyright (c) 1996-2009 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 +# +# (Except where explicitly superseded by other copyright notices) +# +# +# LICENSE: +# +# This work is made available to you under the terms of Version 2 of +# the GNU General Public License.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/licenses/old-licenses/gpl-2.0.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; +use base 'RT::Action'; + +use strict; + +#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. + return 0; + } + + #compute the number of days until the ticket is due + my $due = $self->TicketObj->DueObj(); + + + # If we don't have a due date, adjust the priority by one + # until we hit the final priority + if ($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 { + return 0; + } + } + + # 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"); + } +} + +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; |