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ITIL compliance - Anyone interested in helping create a Escalation Rules plugin ?

Added by Patrick Naubert at 2011-10-25 09:06 pm

I would like to see CP have a more ITIL-compliant offering; a bit like OTRS.

In order to do so, CP needs to at least have automated escalation capabilities. I want to focus on that since it seems to me it would not be that difficult to code. Even though I called it a plugin, it could probably be a simple bash script that uses REST.

We would just need to Whine to the user if the ticket hasn't been updated in <blah> time, and change the Assign_to field to another user/manager if no resolution or update in <blah2> time.

So, using RSS to query all Issues with a time-based filter would be step 1.

Step 2 would be to either 1) send a notification to a user and/or move/re-assign the issue.


Replies (2)

RE: ITIL compliance - Anyone interested in helping create a Escalation Rules plugin ? - Added by Holger Just at 2011-10-25 09:27 pm

Step one can be achieved by using rake redmine:send_reminders Run it regularily (e.g. once per day) via Cron.

Send reminders about issues due in the next days.

Available options:
  • days => number of days to remind about (defaults to 7)
  • tracker => id of tracker (defaults to all trackers)
  • project => id or identifier of project (defaults to all projects)
  • users => comma separated list of user ids who should be reminded

Example:

rake redmine:send_reminders days=7 users="1,23, 56" RAILS_ENV="production"

A re-assignment could be implemented in a similar way but is not yet available in the core.

RE: ITIL compliance - Anyone interested in helping create a Escalation Rules plugin ? - Added by Patrick Naubert at 2011-10-25 11:42 pm

Holger Just wrote:

Step one can be achieved by using rake redmine:send_reminders Run it regularily (e.g. once per day) via Cron.

Yes, except that ITIL requires tighter time windows. On support desks, with an 1 hour SLA, the issue may have to be escalated to a second line or a manager inside of 30 minutes.

But thanks for the suggestion.

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