[rt-users] Quick Ticket Queue?

[James Harrison]

On Wed, 2003-10-22 at 08:17, Ruslan U. Zakirov wrote:
> James Harrison wrote:
> > On Wed, 2003-10-22 at 06:25, Ruslan U. Zakirov wrote:
> > 
> >>James Harrison wrote:
> >>
> >>>RT List,
> >>>
> >>>We are just beginning to implement a helpdesk at our company.  We are
> >>>evaluating several tools, but RT seems to be leading the pack at the
> >>>moment.
> >>>
> >>>I'm a newbie to RT so maybe there is an easy way to do this with scrips,
> >>>but I'm just now getting into the guts of RT and would like to leverage
> >>>the list's experience.
> >>>
> >>>We have a helpdesk admin that comes from a shop that had a helpdesk app
> >>>that had the concept of a "Quick Ticket".  Basically we want to create
> >>>tickets to track redundant simple issues like password resets.  I've
> >>>created a queue with a custom field for type, ie "Password Reset".  We'd
> >>>like for a new ticket in this queue to be have an owner automatically
> >>>selected and be "resolved" as it is opened.  This way our helpdesk
> >>>person simply has to create a new ticket in the queue, select the
> >>>appropriate type from the custom field and click submit.  The issue is
> >>>recorded and resolved in one step.
> >>
> >>As I've understand you want to assign default owner for all new tickets 
> >>in your queue.
> >>
> >>You could do it with script:
> >>condition: OnCreate
> >>action: user defined
> >>action prep:
> >>________________________________________
> >>return 1;
> >>________________________________________
> >>action commit:
> >>________________________________________
> >>my $u = RT::User->new($RT::SystemUser);
> >>my $email = 'foo at bar.com';
> >>$u->LoadByEmail($email);
> >>die "No user with email '$email'!" unless $u->id;
> >>my ($status, $msg) = $self->TicketObj->SetOwner($u->id);
> >>die $msg unless ($status);
> ($status, $msg) = $self->TicketObj->Resolve();
> die $msg unless ($status);
> >>return 1;
> >>________________________________________
> >>
> >>
> >>>Any suggestions?
> >>>
> >>>Thanks
> > 
> > 
> > Ruslan,
> > 
> > This look great!
> Have you tested it?
> >  Thanks.  How would I also set the default status to be
> > "resolved".
> You want autoresolve tickets in queue on create? If so look above.
> 
> > 
> > Thanks Again!

Ruslan,

Thanks so much! I tested it and it works.

Now using your examples I hope to create some other "custom" scrips. 
Are there any good resources available on writing these?  Are there any
free/available scrips others have written?

Thanks.
-- 
James Harrison RHCE, CCNA
Senior WAN Engineer, American Color Graphics
PH: 615-377-7426
FX: 615-377-0325
AIM: harrijh1