[571] in Tooltime
Re: regarding thawed logs
daemon@ATHENA.MIT.EDU (Debi Fuchs)
Thu Nov 20 09:40:06 1997
In-Reply-To: <v03110702b099e9b50338@[18.81.0.181]>
Date: Thu, 20 Nov 1997 09:40:27 -0500
To: Peter Ragone <pragone@MIT.EDU>
From: Debi Fuchs <debi@MIT.EDU>
Cc: tooltime@MIT.EDU, helpsuper@MIT.EDU
Note...my first email bounced from help-super...now sending entire thread
to helpsuper.
-------------------------
Hi there,
I don't think the new status would affect any of our scripts. In the Find
Open script, for example, we are excluding CANCEL, CLOSED, and FROZEN. Any
other stati will appear in the find open result.
If I set the "weight" of the status appropriately, the find open order will
be as follows:
MIT_STATUS MIT_STATUS_FLAG MIT_WEIGHT
----------- -------------------- --------------- ----------
URGENT 1 9
NEW 1 8
UNSEEN 1 7
TAKEN 1 6
THAWED 1 5
FROZEN 1 4
PENDING 1 3
CLOSED 1 2
CANCEL 1 1
Cheers,
-Debi
>To: Debi Fuchs <debi@MIT.EDU>
>From: Peter Ragone <pragone@MIT.EDU>
>Subject: Re: regarding thawed logs
>Date: Thu, 20 Nov 1997 08:38:03 -0500
>Cc: tooltime@MIT.EDU
>
>Hi Debi,
>
> I do have one caveat to consider before we create the THAWED log status...
>some of the log search criteria are coded in TCL and should be modified
>accordingly. One that comes immediately to mind is of course the Find Open
>script, which addresses the issue Nick mentioned about where logs should
>appear when they thaw.
>
>>Hi there,
>>
>>Nick has a good point here...although I wish it were phrased
>>a little less strongly...sigh.
>>
>>Anyone have any problems with me creating a "THAWED" log status,
>>or having Steve mark logs THAWED instead of PENDING in his
>>kron job?
>>
>>As for Nick's second point, maybe we should leave the "Close On Thaw"
>>flag there, but not close those logs _automatically_ in a kron job,
>>but rather mark them THAWED like all the others.
>>
>>The close on thaw flag would the just be a direction for a consultant,
>>not a trigger for a script, to close the log if it has been thawed.
>>
>>Cheers,
>>-Debi
>>
>>
>>
>>
>>
>>
>>>To: tooltime@MIT.EDU
>>>Subject: regarding thawed logs
>>>Date: Wed, 19 Nov 1997 19:01:27 EST
>>>From: "Nicholas S. Howard" <nhoward@MIT.EDU>
>>>
>>>
>>>regarding this statement:
>>>
>>>
>>>
>>>[Frozen logs are marked "PENDING" automatically on a nightly basis when
>>>they should be reopened, so you can exclude ALL FROZEN LOGS...you don't
>>>have to worry about the date]
>>>
>>>-------------------------------
>>>
>>>
>>>THIS IS BAD!!!!!!!
>>>
>>>
>>>logs that thaw on a certain date thaw on that date for a REASON. It is NOT
>>>appropriate to just file them off to the back of the pending queue.
>>>
>>>They should become "THAWED" if anything.
>>>
>>>Whatever is done with them, they should continue to remain in front of the
>>>pending queue, such that "unseen" would be an okay place to put them, so
>>>long as a stamp was added to the bottom of the history field saying
>>>"thawed on
>>>such and such date"
>>>
>>>WHY???? there is a REASON why a log thaws on a certain date. If nothing
>>>else, some clients say "I will be back on such and such a date." Freeze the
>>>log until that date and it should show up in front so someone calls him on
>>>that
>>>date. why should he get this priority? he always has in the past and
>>>switching to scopus is not sufficient to justify a change here.
>>>
>>>while I'm at it, what does "close on thaw" do? if it closes logs, thats
>>>a BAD
>>>thing. why? it is not uncommon for a log that a new consultant has entered
>>>new vmail or (more commonly) gotten a call in about a log that was frozen
>>>"close on thaw if the client doesn't call back" and not remembered to put
>>>it back in pending. If this log is closed, then the clients log will not be
>>>touched until the client calls again.
>>>
>>>
>>>
>>>Nick
>>>
>>
>>
>>-------------
>>Debi Fuchs, Consultant
>>MIT Information Systems
>>Computing Help Desk Group
>>77 Massachusetts Avenue, 11-319
>>Cambridge, MA 02139
>>(617) 253-7812
>>debi@mit.edu
-------------
Debi Fuchs, Consultant
MIT Information Systems
Computing Help Desk Group
77 Massachusetts Avenue, 11-319
Cambridge, MA 02139
(617) 253-7812
debi@mit.edu
