List,<br><br>Opps.<br><br><div class="gmail_quote">On Wed, Jan 19, 2011 at 1:33 PM, Kenneth Crocker <span dir="ltr"><<a href="mailto:kfcrocker@lbl.gov">kfcrocker@lbl.gov</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin: 0pt 0pt 0pt 0.8ex; border-left: 1px solid rgb(204, 204, 204); padding-left: 1ex;">
Pierre,<br><br>No, I was talking about a CF that is already set up with pre-defined values "Select One". Each/or severl values can be used to correlate to a Support Queue.<br>If you are using COmmandByMail, then a user can send an email with the Custom Field as a command and the value is set. The scrip in the Triage Queue receives the Email, validates (ExternalAuth, whatever), The scrip is triggered because there is a Custom Field value and that scrip re-sets the QueueID and anything else (ie. owner) you want when the ticket is actually committed.<br>
<br>Kenn<br>LBNL<div><div></div><div class="h5"><br><br><div class="gmail_quote">On Wed, Jan 19, 2011 at 10:59 AM, Pierre Buhas <span dir="ltr"><<a href="mailto:pierre.buhas@duolog.com" target="_blank">pierre.buhas@duolog.com</a>></span> wrote:<br>
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<div>Hi Kenneth,</div><div><br></div><div>I suppose you are talking about a ticket CF. But in this case I presume you need to set this CF manually when it falls into your triage queue.</div><div><br></div><div>Here I was thinking about a Queue CF that will be defining the email extension (like @<a href="http://bestpractical.com" target="_blank">bestpractical.com</a>) so that all the tickets sent by the bestpractical guys are automatically moved from the triage queue to their queue (bestpractical queue here with my example).. this way there is not any manual steps for each ticket, only at the queue creation.</div>
<div><br></div><div>The thing is I am uncertain with the usage of the API I am using for the queue CF .. All I could get is the doc from perldoc and examples on the net .. Is there a way to display some debug values ?</div>
<div><br></div><div>Regards</div><br clear="all"><font color="#888888">Pierre </font><div><div></div><div><br><br>
<br><br><div class="gmail_quote">On 19 January 2011 18:42, Kenneth Crocker <span dir="ltr"><<a href="mailto:kfcrocker@lbl.gov" target="_blank">kfcrocker@lbl.gov</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin: 0pt 0pt 0pt 0.8ex; border-left: 1px solid rgb(204, 204, 204); padding-left: 1ex;">
Pierre,<br><br>Have you tried other methods? If all the email is coming into the same Queue, why not just move them to another Queue based on the CustomFiled Value (I'm assuming your using CommandByMail for that). I do this for several Queues. We have a "Triage" Queue that receives the email tickets and based on a CF value, moves the ticket to another Queue and even pre-assigns the owner based on another CF value.<br>
<br>Kenn<br>LBNL<div><div></div><div><br><br><div class="gmail_quote">On Wed, Jan 19, 2011 at 6:09 AM, Pierre Buhas <span dir="ltr"><<a href="mailto:pierre.buhas@duolog.com" target="_blank">pierre.buhas@duolog.com</a>></span> wrote:<br>
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<div><div>Hello,</div><div><br></div><div>I am trying to customize one Scrip I found (<a href="http://requesttracker.wikia.com/wiki/EmailRouting" target="_blank">http://requesttracker.wikia.com/wiki/EmailRouting</a>) ..</div>
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<div>Now what I would like to do is automatically routing and creating the ticket in the right queue by looking at a queues customField MailDomain where I store the domain name like: \@gmail\.com below ..</div><div><br></div>
<div>How should I debug my modifications - See Option2 - there (it is not working yet...;-) ? </div><div><br></div><div>Thanks</div><div><br></div><div>#--------------------------</div><div># Domains we want to move</div>
<div>#--------------------------</div><div> </div><div># Option 1 - list the domains here</div><div># my %domain_map = (</div><div># '\@gmail\.com' => "TESTGmail",</div><div>
# '\@free\.fr' => "TESTFree"</div><div># );</div><div> </div><div><br></div><div># Option 2 - get all domain from queues CF</div><div>my %domain_map = ();</div>
<div>my $queues = new RT::Queues(RT::SystemUser);</div><div>foreach my $queue ($queues->Next) {</div><div> $domain_map { $queue->FirstCustomFieldValue('MailDomain') } = $queue->Name;</div><div>}</div>
<div><br></div><div>#---------------------------------------------</div><div>#Check each of our defined domains for a match</div><div>#---------------------------------------------</div><div> foreach my $domainKey (keys %domain_map ){</div>
<div> if($self->TicketObj->RequestorAddresses =~ /^.*?${domainKey}/) {</div><div> # Domain matches - move to the right queue</div><div> $self->TicketObj->SetQueue($domain_map{$domainKey});</div><div> }</div>
<div> }</div></div><div><br></div><font color="#888888"><div><br></div><div><br></div><br clear="all">Pierre <br><br>
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