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2016-04-06T20:03:18Z

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66.63.81.145: The last line of the scrip was outside the code block.

2012-11-28T19:24:14Z

The last line of the scrip was outside the code block.

← Older revision		Revision as of 15:24, 28 November 2012
Line 21:		Line 21:
	return 1;		return 1;

	Custom Action Preparation:		Custom Action Preparation:

	return 1;		return 1;
Line 38:		Line 38:
	unless( $status ) {		unless( $status ) {
	$RT::Logger->warning( "Impossible to assign the ticket to $MyUser: $msg" );		$RT::Logger->warning( "Impossible to assign the ticket to $MyUser: $msg" );
	return undef;		return undef;
	} 1;		} 1;

	And that's it. Now you can send an email to [mailto:hardware@yoursite.com hardware@yoursite.com] and a ticket will be automatically created in the queue hardware and assigned to Joe. Thanks Joe, now come fix my !@##$# mouse!		And that's it. Now you can send an email to [mailto:hardware@yoursite.com hardware@yoursite.com] and a ticket will be automatically created in the queue hardware and assigned to Joe. Thanks Joe, now come fix my !@##$# mouse!

99.224.22.98: Cleaned up Wiki formatting

2011-01-07T19:54:30Z

Cleaned up Wiki formatting

New page

Say you want all the requests for new hardware to go to the queue "hardware" and be assigned to Joe the hardware guy. If so, this page is for you.

'''The procedure involves 3 actions:'''

1. Creating the queue "hardware"

2. Adding the following email alias

hardware: |/usr/local/rt3/bin/rt-mailgate --queue hardware --action correspond --url http://rt.yoursite.com/

3. Creating this Global scrip

Description: Assign Hardware Requests to Joe
Condition: On Create
Action: User Defined
Template: Global Template: Blank
Stage: TransactionCreate

Custom Condition:

return 1;

Custom Action Preparation:

return 1;

Custom Action Cleanup Code:

my %owners = ( 'hardware' => 'joe',);
my $QueueName = $self->TicketObj->QueueObj->Name;
return 1 unless defined($owners{$QueueName});
my $Actor = $self->TransactionObj->Creator;
return 1 if $Actor == $RT::SystemUser->id;
return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;
my $MyUser = $owners{$QueueName};
$RT::Logger->info("Auto assigning ticket #". $self->TicketObj->id ." to user $MyUser" );
my ($status, $msg) = $self->TicketObj->SetOwner( $MyUser );
unless( $status ) {
$RT::Logger->warning( "Impossible to assign the ticket to $MyUser: $msg" );
return undef;
} 1;

And that's it. Now you can send an email to [mailto:hardware@yoursite.com hardware@yoursite.com] and a ticket will be automatically created in the queue hardware and assigned to Joe. Thanks Joe, now come fix my !@##$# mouse!

And if you have more queues that you want to automatically set owners at, just add the pairs queue=>owner to the %owners hash.

== Assigning owner conditionally based on ticket creator ==

Let's say you want to automatically set the owner, but only if you're looking for something specific in the ticket creator's email address. The example below is if you want to automatically assign tickets to "harry" if (a) they are sent from [mailto:anyone@domain1.com anyone@domain1.com] or [mailto:anyone@domain2.com anyone@domain2.com], and (b) to the "general" queue.

Alternate Custom Action Cleanup Code:

my $MyUser = "harry";
my $QueueName = "general";
my $Sender = "@(domain1|domain2)\.com";
return 1 unless $self->TicketObj->QueueObj->Name eq $QueueName;
my $Actor = $self->TransactionObj->Creator;
return 1 if $Actor == $RT::SystemUser->id;
return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;
return 1 unless $self->TransactionObj->CreatorObj->Name() =~ /$Sender/;
$RT::Logger->info("Auto assigning ticket #". $self->TicketObj->id ." to user $MyUser" );
my ($status, $msg) = $self->TicketObj->SetOwner( $MyUser );
unless( $status ) {
$RT::Logger->warning("Impossible to assign the ticket to $MyUser: $msg");
return undef;
}
1;

== Changelog ==

20060501 Haim Dimer.

20060506 Andrew Foster - added alternate custom action code for conditional requestor

== Comments ==

2006.01.05 [mailto:purp@acm.org purp@acm.org]: Seems like, with a little tweaking of how $[[MyUser]] is assigned, you could round-robin through the members of an RT group. I don't know how you'd preserve the state of who was last assigned, but that's the only hitch I see.

2006.04.12 [mailto:jcolson@voidgate.org jcolson@voidgate.org]: How about querying the number of tickets assigned to each person in the group and assigning to the person with the least open.

AutoSetOwnerForQueue - Revision history

Admin: 4 revisions imported

66.63.81.145: The last line of the scrip was outside the code block.

99.224.22.98: Cleaned up Wiki formatting