[rt-devel] Contrib: AutoAssign (RT2.0.x)

[Bruce Campbell]

The attached RT::Action and insert script will automatically change the
ownership of a ticket if the following conditions are met:

	Ticket is Owned by Nobody
	User is Privileged
	User can Own Tickets in the current Queue.

Effectively, the first User that can own a ticket who replies to the
Ticket, ends up Owning the ticket.  (ie, if they have a public opinion on
a Problem, they then Own the Problem)

Recommended Scrip to apply would be:

	OnCorrespondence AutoAssign with template Blank

Caveats - the WebUI puts in a SetOwner, meaning that you will see a quick
series of 'RT_System gives ticket to Joe', then 'Joe gives ticket to
Nobody', with the final Owner undefined, but predominately Nobody.  The
current way of fixing this would be to patch
WebRT/html/Ticket/Elements/EditPeople to default to the current user if it
is currently Nobody.  Ughity.

Regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B                      Operations
-------------- next part --------------
# AutoAssign.pm - Automatically assign a ticket to the current User if:
#	Ticket is owned by Nobody
#	User is privileged.
#	User can own tickets in this queue.
# Bruce Campbell, RIPE NCC.

package RT::Action::AutoAssign;
require RT::Action::Generic;
@ISA = qw(RT::Action::Generic);

# We override the Prepare routine and return (0) if the condition is met.

sub Prepare  {
	my $self = shift;
        # We're only Prepare()d if we don't have a Name.
	my $retval = undef;
	if ( defined( $self->TicketObj->OwnerObj->id ) ){
		if( $self->TicketObj->OwnerObj->Id == $RT::Nobody->Id ){
			# Nobody
			$retval = 1;
		}
	}else{
		# undefined - must be nobody.
		$retval = 1;
	}

	return( $retval );
}

sub Commit {
	my $self = shift;

	my $retval = undef;

	# Are they one of the Privileged few?
        if ($self->TransactionObj->CreatorObj->Privileged && $self->TransactionObj->CreatorObj->Id != $RT::Nobody->Id ) {
		# Can they own a ticket in this queue?
		if( $self->TransactionObj->CreatorObj->HasQueueRight( QueueObj => $self->TicketObj->QueueObj, Right => 'OwnTicket' ) ){
			# They can own the ticket.  Make it so.
			$retval = $self->TicketObj->SetOwner( $self->TransactionObj->CreatorObj->Id );
	    }
	}

	return( $retval );
}
1;

-------------- next part --------------
#!/usr/bin/perl -w
#

package RT;
use strict;
use vars qw($VERSION $Handle $Nobody $SystemUser $item);

use lib "!!CHANGE ME TO YOUR RT LIB DIRECTORY!!";
use lib "!!CHANGE ME TO YOUR RT ETC DIRECTORY!!";

#This drags in RT's config.pm
use config;
use Carp;

use RT::Handle;
use RT::User;
use RT::CurrentUser;

#connect to the db
$RT::Handle = new RT::Handle($RT::DatabaseType);
$RT::Handle->Connect();


#Put together a current user object so we can create a User object
my $CurrentUser = new RT::CurrentUser();


#now that we bootstrapped that little bit, we can use the standard RT cli
# helpers  to do what we need

use RT::Interface::CLI  qw(CleanEnv LoadConfig DBConnect 
			   GetCurrentUser GetMessageContent);

#Clean out all the nasties from the environment
CleanEnv();

#Load etc/config.pm and drop privs
LoadConfig();

#Connect to the database and get RT::SystemUser and RT::Nobody loaded
DBConnect();


$CurrentUser->LoadByName('RT_System');

# {{{ ScripActions

my @ScripActions = (
		       {
			Name => 'AutoAssign',
			Description =>  'Automatically assigns a ticket to a permitted user if they are the first reply',
			ExecModule => 'AutoAssign',
			Argument =>  '',
		       },
		       
		       
		      );

# }}}
print "Creating ScripActions...";

use RT::ScripAction;
for $item (@ScripActions) {
    my $new_entry = new RT::ScripAction($CurrentUser);
    my $return = $new_entry->Create(%$item);
    print $return.".";
}

print "done.\n";

$RT::Handle->Disconnect();


1;