3.5. Escalating a Ticket

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Each ticket has a priority. Priority is a way to indicate relative importance. It can be any integer. Most organizations use the range 0-100. Every queue has a default priority for new tickets if you don't explicitly set one. To escalate the priority of a ticket, set the priority of a ticket to a higher number. The priority field is in the Basics category, shown in Figure 3-6.

Figure 3-5. Ticket reply

Figure 3-6. Ticket priority

Queues can be configured to automatically adjust the priority of tickets over time. Based on the current priority of the ticket, the priority escalates every day so that it reaches its final priority on a given due date.[*]

[*] Your RT administrator needs to enable automatic escalation using rt-crontool.

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    RT Essentials
    RT Essentials
    ISBN: 0596006683
    EAN: 2147483647
    Year: 2005
    Pages: 166

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