<div dir="ltr">Roman, Aaron, thanks!<br><br>The code looks pretty good and I am sure this is one way to get the job done.<br><br>But what I am wondering is this. Even without any scrips - effectively, triggers performing custom functions for a particular user of set of users - the queue gets set up somehow. Then the questions becomes, how? And why can this not be just a default setting? For instance, if I have two companies that I provide IT services to, say, "Alpha Motors" and "Bravo Tires" with a queue dedicated to each one why can't I just assign every Alpha user to the Alpha queue and every Bravo user to the Bravo queue just through the configuration menu? Not saying a feature like this has to exist already - I personally failed to find it - but it seems like it would make sense for it to exist.<div><br></div><div>Cheers,</div><div><br></div><div>Boris.</div><div><br></div></div><div class="gmail_extra"><br><div class="gmail_quote">On Thu, Jul 16, 2015 at 4:40 PM, Roman Massey <span dir="ltr"><<a href="mailto:romanmassey@gmail.com" target="_blank">romanmassey@gmail.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div style="word-wrap:break-word"><div style="font-family:Helvetica,Arial;font-size:13px;color:rgba(0,0,0,1.0);margin:0px;line-height:auto">Here’s a scrip I use for assigning queue depending on requestor email address. </div><div style="font-family:Helvetica,Arial;font-size:13px;color:rgba(0,0,0,1.0);margin:0px;line-height:auto"><br></div><div style="font-family:Helvetica,Arial;font-size:13px;color:rgba(0,0,0,1.0);margin:0px;line-height:auto">I stripped it down for you so this code is not tested. It runs through a hash so you can put multiple addresses corresponding to multiple queues. If you only need to do it for one address then you can eliminate the hash and while loop. The regex checks if the requestor email address contains the hash key. So you can put a full email address instead of just the domain.</div><div style="font-family:Helvetica,Arial;font-size:13px;color:rgba(0,0,0,1.0);margin:0px;line-height:auto"><br></div><div style="font-family:Helvetica,Arial;font-size:13px;color:rgba(0,0,0,1.0);margin:0px;line-height:auto"><br></div><div style="font-family:Helvetica,Arial;font-size:13px;color:rgba(0,0,0,1.0);margin:0px;line-height:auto">Create a new scrip (condition: On Create, Action: User defined, Template: blank) and I applied it to our “INCOMING” queue which all tickets created by email go into.</div><div style="font-family:Helvetica,Arial;font-size:13px;color:rgba(0,0,0,1.0);margin:0px;line-height:auto"><br></div><div style="font-family:Helvetica,Arial;font-size:13px;color:rgba(0,0,0,1.0);margin:0px;line-height:auto">Custom action preparation code:</div><div style="font-family:Helvetica,Arial;font-size:13px;color:rgba(0,0,0,1.0);margin:0px;line-height:auto"><br></div><div style="color:rgb(0,0,0);margin:0px"><div style="margin:0px"><font face="Courier"># initialize vars</font></div><div style="margin:0px"><font face="Courier">my $DestinationQueue;</font></div><div style="margin:0px"><font face="Courier">my $RequestorEmail = $self->TicketObj->RequestorAddresses;</font></div><div style="margin:0px"><font face="Courier"><br></font></div><div style="margin:0px"><font face="Courier"># map domains to queue name</font></div><div style="margin:0px"><font face="Courier">my %DomainToQueueName = (</font></div><div style="margin:0px"><font face="Courier"><span style="white-space:pre-wrap"> </span>'<a href="http://example.com" target="_blank">example.com</a>' <span style="white-space:pre-wrap"> </span>=> 'Example Queue',</font></div><div style="margin:0px"><font face="Courier"><span style="white-space:pre-wrap"> </span>'<a href="http://example2.com" target="_blank">example2.com</a>' <span style="white-space:pre-wrap"> </span>=> 'Example Queue #2',</font></div><div style="margin:0px"><font face="Courier"><span style="white-space:pre-wrap"> </span>);</font></div><div style="margin:0px"><font face="Courier"><br></font></div><div style="margin:0px"><font face="Courier"># iterate through dealership list and set the value to put in the CF</font></div><div style="margin:0px"><font face="Courier">while ( my $Key = each %DomainToQueueName )</font></div><div style="margin:0px"><font face="Courier">{</font></div><div style="margin:0px"><font face="Courier"><span style="white-space:pre-wrap"> </span>if( $RequestorEmail=~ /\Q$Key/ ) {</font></div><div style="margin:0px"><font face="Courier"><span style="white-space:pre-wrap"> </span>$DestinationQueue = $DomainToQueueName{$Key};</font></div><div style="margin:0px"><font face="Courier"><span style="white-space:pre-wrap"> </span>}<span style="white-space:pre-wrap"> </span></font></div><div style="margin:0px"><font face="Courier">}</font></div><div style="margin:0px"><font face="Courier"><br></font></div><div style="margin:0px"><font face="Courier">#set the queue</font></div><div style="margin:0px"><font face="Courier">if($DestinationQueue) {</font></div><div style="margin:0px"><font face="Courier"><span style="white-space:pre-wrap"> </span>my( $st, $msg ) = $self->TicketObj->SetQueue($DestinationQueue);</font></div><div style="margin:0px"><font face="Courier">}</font></div><div style="margin:0px"><font face="Courier"><br></font></div><div style="margin:0px"><font face="Courier">return 1;</font></div><span class="HOEnZb"><font color="#888888"><div style="font-family:Helvetica,Arial;font-size:13px;margin:0px"><br></div><div style="font-family:Helvetica,Arial;font-size:13px;margin:0px"><br></div><div style="font-family:Helvetica,Arial;font-size:13px;margin:0px"><br></div></font></span></div><span class="HOEnZb"><font color="#888888"> <br> <div><div style="font-family:helvetica,arial;font-size:13px">-- <br>Roman Massey<br></div></div></font></span><div><div class="h5"> <br><p style="color:#000">On July 15, 2015 at 5:50:27 PM, Aaron McCormack (<a href="mailto:aaron@backblaze.com" target="_blank">aaron@backblaze.com</a>) wrote:</p> <blockquote type="cite"><span><div style="word-wrap:break-word"><div></div><div>
Hi Boris,
<div><br></div>
<div>Mixing bits of these two might get you on the right
track with a scrip processing the ticket upon creation, I use
something similar for regex matching patterns in subject lines and
assigning to a specific queue.</div>
<div><br></div>
<div><a href="http://requesttracker.wikia.com/wiki/SetOwnerAndQueueBySubject" target="_blank">http://requesttracker.wikia.com/wiki/SetOwnerAndQueueBySubject</a></div>
<div><a href="http://requesttracker.wikia.com/wiki/AutomaticCustomFieldValue" target="_blank">http://requesttracker.wikia.com/wiki/AutomaticCustomFieldValue</a></div>
<div><br></div>
<div>Aaron</div>
<div><br></div>
<div><br>
<div>
<blockquote type="cite">
<div>On Jul 14, 2015, at 2:18 PM, Boris Epstein
<<a href="mailto:borepstein@gmail.com" target="_blank">borepstein@gmail.com</a>> wrote:</div>
<br>
<div>
<div dir="ltr">Hello listmates,
<div><br></div>
<div>If I as an admin need to set a certain queue for
requests originating from a user - how do I do that? Let us say I
have a user John Smith, with an email of <a href="mailto:jsmith@abc.com" target="_blank">jsmith@abc.com</a>. How do I make
it so that every ticket by email coming from <a href="mailto:jsmith@abc.com" target="_blank">jsmith@abc.com</a> goes into a
certain queue.</div>
<div><br></div>
<div>Thanks.</div>
<div><br></div>
<div>Boris.</div>
</div>
</div>
</blockquote>
</div>
<br></div>
</div></div></span></blockquote></div></div></div></blockquote></div><br></div>