[rt-users] On Correspond, Take Unowned Ticket

[Matt Brennan]

Following up since I sent this just before a long weekend (at least
here in the US). Is anyone able to offer any thoughts / point me in
the right direction regarding this?

Thanks,
Matt

On Fri, Aug 31, 2012 at 1:13 PM, Matt Brennan <brennanma at gmail.com> wrote:
> I am creating a new queue for some slightly less technical users at my
> company, and their manager has requested I set RT to have a user take
> ownership of an unowned ticket when they correspond on it via email. I
> have accomplished this, for the most part, by creating a scrip with
> the following:
>
> my $Ticket = $self->TicketObj;
> my $Transaction = $self->TransactionObj;
> my $CreatorId = $Transaction->CreatorObj->Id;
> $Ticket->SetOwner($CreatorId);
>
> The issue is, it shows up as "The RT System Itself - Given to user"
> which then generates a notification to the user that the message was
> given to them. I also considered change the last line such that:
>
> $Ticket->_Set(Field=>'Owner', Value=>$CreatorId, RecordTransaction=>0);
>
> But this obviously doesn't log the transaction, and I DO want to see
> the ownership change in the ticket's history.
>
> My question - can I run the SetOwner (or perhaps the _Set) command AS
> the $CreatorId for the transaction? My goal is for it to show up as
> "user - Taken" which will not generate the notification.
>
> Thanks,
> Matt