--- /dev/null
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+
+=head1 NAME
+
+RT::Action::LinearEscalate - will move a ticket's priority toward its final priority.
+
+=head1 This vs. RT::Action::EscalatePriority
+
+This action doesn't change priority if due date is not set.
+
+This action honor the Starts date.
+
+This action can apply changes silently.
+
+This action can replace EscalatePriority completly. If you want to tickets
+that have been created without Due date then you can add scrip that sets
+default due date. For example a week then priorities of your tickets will
+escalate linearly during the week from intial value towards final.
+
+=head1 This vs. LinearEscalate from the CPAN
+
+This action is an integration of the module from the CPAN into RT's core
+that's happened in RT 3.8. If you're upgrading from 3.6 and have been using
+module from the CPAN with old version of RT then you should uninstall it
+and use this one.
+
+However, this action doesn't support control over config. Read </CONFIGURATION>
+to find out ways to deal with it.
+
+=head1 DESCRIPTION
+
+LinearEscalate is a ScripAction that will move a ticket's priority
+from its initial priority to its final priority linearly as
+the ticket approaches its due date.
+
+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).
+
+=head1 USAGE
+
+Once the ScripAction is installed, the following script in "cron"
+will get tickets to where they need to be:
+
+ rt-crontool --search RT::Search::FromSQL --search-arg \
+ "(Status='new' OR Status='open' OR Status = 'stalled')" \
+ --action RT::Action::LinearEscalate
+
+The Starts date is associated with intial ticket's priority or
+the Created field if the former is not set. End of interval is
+the Due date. Tickets without due date B<are not updated>.
+
+=head1 CONFIGURATION
+
+Initial and Final priorities are controlled by queue's options
+and can be defined using the web UI via Configuration tab. This
+action should handle correctly situations when initial priority
+is greater than final.
+
+LinearEscalate's behavior can be controlled by two options:
+
+=over 4
+
+=item RecordTransaction - defaults to false and if option is true then
+causes the tool to create a transaction on the ticket when it is escalated.
+
+=item UpdateLastUpdated - which defaults to true and updates the LastUpdated
+field when the ticket is escalated, otherwise don't touch anything.
+
+=back
+
+You cannot set "UpdateLastUpdated" to false unless "RecordTransaction"
+is also false. Well, you can, but we'll just ignore you.
+
+You can set this options using either in F<RT_SiteConfig.pm>, as action
+argument in call to the rt-crontool or in DB if you want to use the action
+in scrips.
+
+From a shell you can use the following command:
+
+ rt-crontool --search RT::Search::FromSQL --search-arg \
+ "(Status='new' OR Status='open' OR Status = 'stalled')" \
+ --action RT::Action::LinearEscalate \
+ --action-arg "RecordTransaction: 1"
+
+This ScripAction uses RT's internal _Set or __Set calls to set ticket
+priority without running scrips or recording a transaction on each
+update, if it's been said to.
+
+=cut
+
+package RT::Action::LinearEscalate;
+
+use strict;
+use warnings;
+use base qw(RT::Action);
+
+our $VERSION = '0.06';
+
+#Do what we need to do and send it out.
+
+#What does this type of Action does
+
+sub Describe {
+ my $self = shift;
+ my $class = ref($self) || $self;
+ return "$class will move a ticket's priority toward its final priority.";
+}
+
+sub Prepare {
+ my $self = shift;
+
+ my $ticket = $self->TicketObj;
+
+ my $due = $ticket->DueObj->Unix;
+ unless ( $due > 0 ) {
+ $RT::Logger->debug('Due is not set. Not escalating.');
+ return 1;
+ }
+
+ my $priority_range = ($ticket->FinalPriority ||0) - ($ticket->InitialPriority ||0);
+ unless ( $priority_range ) {
+ $RT::Logger->debug('Final and Initial priorities are equal. Not escalating.');
+ return 1;
+ }
+
+ if ( $ticket->Priority >= $ticket->FinalPriority && $priority_range > 0 ) {
+ $RT::Logger->debug('Current priority is greater than final. Not escalating.');
+ return 1;
+ }
+ elsif ( $ticket->Priority <= $ticket->FinalPriority && $priority_range < 0 ) {
+ $RT::Logger->debug('Current priority is lower than final. Not escalating.');
+ return 1;
+ }
+
+ # TODO: compute the number of business days until the ticket is due
+
+ # now we know we have a due date. for every day that passes,
+ # increment priority according to the formula
+
+ my $starts = $ticket->StartsObj->Unix;
+ $starts = $ticket->CreatedObj->Unix unless $starts > 0;
+ my $now = time;
+
+ # do nothing if we didn't reach starts or created date
+ if ( $starts > $now ) {
+ $RT::Logger->debug('Starts(Created) is in future. Not escalating.');
+ return 1;
+ }
+
+ $due = $starts + 1 if $due <= $starts; # +1 to avoid div by zero
+
+ my $percent_complete = ($now-$starts)/($due - $starts);
+
+ my $new_priority = int($percent_complete * $priority_range) + ($ticket->InitialPriority || 0);
+ $new_priority = $ticket->FinalPriority if $new_priority > $ticket->FinalPriority;
+ $self->{'new_priority'} = $new_priority;
+
+ return 1;
+}
+
+sub Commit {
+ my $self = shift;
+
+ my $new_value = $self->{'new_priority'};
+ return 1 unless defined $new_value;
+
+ my $ticket = $self->TicketObj;
+ # if the priority hasn't changed do nothing
+ return 1 if $ticket->Priority == $new_value;
+
+ # override defaults from argument
+ my ($record, $update) = (0, 1);
+ {
+ my $arg = $self->Argument || '';
+ if ( $arg =~ /RecordTransaction:\s*(\d+)/i ) {
+ $record = $1;
+ $RT::Logger->debug("Overrode RecordTransaction: $record");
+ }
+ if ( $arg =~ /UpdateLastUpdated:\s*(\d+)/i ) {
+ $update = $1;
+ $RT::Logger->debug("Overrode UpdateLastUpdated: $update");
+ }
+ $update = 1 if $record;
+ }
+
+ $RT::Logger->debug(
+ 'Linearly escalating priority of ticket #'. $ticket->Id
+ .' from '. $ticket->Priority .' to '. $new_value
+ .' and'. ($record? '': ' do not') .' record a transaction'
+ .' and'. ($update? '': ' do not') .' touch last updated field'
+ );
+
+ my ( $val, $msg );
+ unless ( $record ) {
+ unless ( $update ) {
+ ( $val, $msg ) = $ticket->__Set(
+ Field => 'Priority',
+ Value => $new_value,
+ );
+ }
+ else {
+ ( $val, $msg ) = $ticket->_Set(
+ Field => 'Priority',
+ Value => $new_value,
+ RecordTransaction => 0,
+ );
+ }
+ }
+ else {
+ ( $val, $msg ) = $ticket->SetPriority( $new_value );
+ }
+
+ unless ($val) {
+ $RT::Logger->error( "Couldn't set new priority value: $msg" );
+ return (0, $msg);
+ }
+ return 1;
+}
+
+eval "require RT::Action::LinearEscalate_Vendor";
+die $@ if ( $@ && $@ !~ qr{^Can't locate RT/Action/LinearEscalate_Vendor.pm} );
+eval "require RT::Action::LinearEscalate_Local";
+die $@ if ( $@ && $@ !~ qr{^Can't locate RT/Action/LinearEscalate_Local.pm} );
+
+1;
+
+=head1 AUTHORS
+
+Kevin Riggle E<lt>kevinr@bestpractical.comE<gt>
+
+Ruslan Zakirov E<lt>ruz@bestpractical.comE<gt>
+
+=cut
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