On Wed, Jun 06, 2012 at 02:03:04PM +0000, Scotto Alberto wrote: > Hi all, > I was wondering if setting Priority to a value greater than 99 (max allowed > as documented) could bring to some problems. > I think it would be useful to escalate overdue tickets incrementing the > Priority by 1 every hour. Otherwise a ticket overdue since 10 minutes would > have the same priority as one overdue since 10 days. > > Thanks for any help > > AS > > > > Alberto Scotto > > [Blue] > Via Cardinal Massaia, 83 > 10147 - Torino - ITALY > phone: +39 011 29100 > [email protected] > www.reply.it >
Hi Alberto, Unless additional resources are made available to handle overdue tickets whose priority has escalated, you will end up with many high priority tickets. If they are all high priority, then no one is high priority. One idea to use for working within the 0-99 range would be to use an sliding scale to escalate priorities for overdue tickets. For example, +1 for 1 day overdue, +2 for 2 days, +3 for 4 days, +4 for 8 days, +5 for 16 days. Using such a scale would give you what you want and give you bigger buckets as tickets languish in the overdue state. Just an idea. Regards, Ken
