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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal>Hi, <o:p></o:p></p><p class=MsoNormal>I did this script under one queue, on correspond, user defined, template resolved (relevant ?) transaction create or batch (both not works)<o:p></o:p></p><p class=MsoNormal>Any advice if this is a good way to proceed to copy ticket to other queue when cc particular emails ?<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><b>Custom Condition<o:p></o:p></b></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal> my $ContentObj = $self->TransactionObj->Attachments->First();<o:p></o:p></p><p class=MsoNormal> my $Headers = $ContentObj->{values}{headers};<o:p></o:p></p><p class=MsoNormal> if ($Headers =~ /^To: .*OTHERQUEUEMAILBOX.*/im) {<o:p></o:p></p><p class=MsoNormal> return 0;<o:p></o:p></p><p class=MsoNormal> }<o:p></o:p></p><p class=MsoNormal> if ($Headers =~ /^CC: .*OTHERQUEUEMAILBOX.*/im) {<o:p></o:p></p><p class=MsoNormal> return 0;<o:p></o:p></p><p class=MsoNormal> }<o:p></o:p></p><p class=MsoNormal> return 1;<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal style='line-height:12.0pt'><b><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>Custom action preparation code:<o:p></o:p></span></b></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>local $Text::Wrap::columns = 64;<o:p></o:p></p><p class=MsoNormal>my %links = ('*' => 'DependedOnBy', '+' => 'Parents', '@' => 'RefersTo');<o:p></o:p></p><p class=MsoNormal> my $tkt = $self->TicketObj;<o:p></o:p></p><p class=MsoNormal> my $cont = $self->TransactionObj->Content;<o:p></o:p></p><p class=MsoNormal> my $requestors = [ $tkt->Requestors->MemberEmailAddresses ];<o:p></o:p></p><p class=MsoNormal> my $sym = qr/[\Q@{[join '', keys %links]}\E]/;<o:p></o:p></p><p class=MsoNormal> my $tsubject = $self->TicketObj->Subject;<o:p></o:p></p><p class=MsoNormal> $cont =~ s/^\s*(#[^\n]+\n)+\n?//s;<o:p></o:p></p><p class=MsoNormal> $cont =~ s/^-- \n.+$//m;<o:p></o:p></p><p class=MsoNormal> 1 while $cont =~ s/^(\s*$sym\s*[^\n]+)\n(?!^$sym)/$1 /m; <o:p></o:p></p><p class=MsoNormal> my $new_tkt = RT::Ticket->new($RT::Nobody);<o:p></o:p></p><p class=MsoNormal> my ($id, $msg) = $new_tkt->Create(<o:p></o:p></p><p class=MsoNormal> Queue => "TODO",<o:p></o:p></p><p class=MsoNormal> Subject => $tsubject,<o:p></o:p></p><p class=MsoNormal> Status => 'new',<o:p></o:p></p><p class=MsoNormal> Owner => $tkt->Owner,<o:p></o:p></p><p class=MsoNormal> Requestor => $requestors,<o:p></o:p></p><p class=MsoNormal> $links{$link} => $tkt->Id,<o:p></o:p></p><p class=MsoNormal> MIMEObj => MIME::Entity->build(Data => $cont)<o:p></o:p></p><p class=MsoNormal> );<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><div><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Stephane Masse <br><b>Sent:</b> Friday, March 30, 2012 3:46 PM<br><b>To:</b> 'rt-users@lists.bestpractical.com'<br><b>Subject:</b> Multi Queue Management - Tickets copy to other queue<o:p></o:p></span></p></div></div><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Hi, <o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>I have an instance of RT 4, with different queues in the system for different emails (IT@... HR@...)<o:p></o:p></p><p class=MsoNormal>When I try to reply to a requestor, I can CC one more department, but RT don’t create the ticket, due to the loop prevention mechanism<o:p></o:p></p><p class=MsoNormal>I disable the loop prevention, then RT merge the ticket due the subject Tag. So both are not what I expected<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>We also try 2 extensions but cannot achieve to transfer tickets between queues by CCs.<o:p></o:p></p><p class=MsoNormal>Anyone have the same scenario, or RT is not capable to handle multi queue ?<o:p></o:p></p><p class=MsoNormal>What is the best approach, scripting, extensions, modify the source of email.pm, sendmail.pm or emailparser.pm ?<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><span lang=EN-AU style='font-size:10.0pt;font-family:"Arial","sans-serif"'>Regards<o:p></o:p></span></p><p class=MsoNormal><b><span lang=EN-AU style='font-size:10.0pt;font-family:"Arial","sans-serif"'><o:p> </o:p></span></b></p><p class=MsoNormal><b><span lang=EN-AU style='font-size:10.0pt;font-family:"Arial","sans-serif"'>Stephane Masse<o:p></o:p></span></b></p></div></body></html>