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51 RT::Action::EscalatePriority
55 EscalatePriority is a ScripAction which is NOT intended to be called
56 per transaction. It's intended to be called by an RT escalation tool.
57 One such tool is called rt-crontool and is located in $RTHOME/bin (see
58 C<rt-crontool -h> for more details)
60 EsclatePriority uses the following formula to change a ticket's priority:
62 Priority = Priority + (( FinalPriority - Priority ) / ( DueDate-Today))
64 Unless the duedate is past, in which case priority gets bumped straight
67 In this way, priority is either increased or decreased toward the final priority
68 as the ticket heads toward its due date.
74 package RT::Action::EscalatePriority;
75 use base 'RT::Action';
79 #Do what we need to do and send it out.
81 #What does this type of Action does
86 return (ref $self . " will move a ticket's priority toward its final priority.");
95 if ($self->TicketObj->Priority() == $self->TicketObj->FinalPriority()) {
96 # no update necessary.
100 #compute the number of days until the ticket is due
101 my $due = $self->TicketObj->DueObj();
104 # If we don't have a due date, adjust the priority by one
105 # until we hit the final priority
106 if ($due->Unix() < 1) {
107 if ( $self->TicketObj->Priority > $self->TicketObj->FinalPriority ){
108 $self->{'prio'} = ($self->TicketObj->Priority - 1);
111 elsif ( $self->TicketObj->Priority < $self->TicketObj->FinalPriority ){
112 $self->{'prio'} = ($self->TicketObj->Priority + 1);
115 # otherwise the priority is at the final priority. we don't need to
122 # we've got a due date. now there are other things we should do
124 my $diff_in_seconds = $due->Diff(time());
125 my $diff_in_days = int( $diff_in_seconds / 86400);
127 #if we haven't hit the due date yet
128 if ($diff_in_days > 0 ) {
130 # compute the difference between the current priority and the
134 $self->TicketObj->FinalPriority() - $self->TicketObj->Priority;
136 my $inc_priority_by = int( $prio_delta / $diff_in_days );
138 #set the ticket's priority to that amount
139 $self->{'prio'} = $self->TicketObj->Priority + $inc_priority_by;
142 #if $days is less than 1, set priority to final_priority
144 $self->{'prio'} = $self->TicketObj->FinalPriority();
154 my ($val, $msg) = $self->TicketObj->SetPriority($self->{'prio'});
157 $RT::Logger->debug($self . " $msg");
161 eval "require RT::Action::EscalatePriority_Vendor";
162 die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/EscalatePriority_Vendor.pm});
163 eval "require RT::Action::EscalatePriority_Local";
164 die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/EscalatePriority_Local.pm});