[rt-devel] auto assign to queue based on Subject and/or Body keywords

[Robert Spier]

> Should I write scrips for the "help" queue that parses the Subject 
> and/or Body for keywords, then changes the queue assignment 
> appropriately?  (And has anyone else already done this?)

This is how I would do it.   (I do some similar things for custom fields.)

> Or, would it be better to write a perl wrapper that uses the CLI 
> tools?  This way, any emails to say "help at whatever.com" gets parsed 
> and assigned to a particular queue before RT even sees it.  I've seen 
> some mention of the CLI tools getting lots of improvement, and 
> wondered if writing wrappers around the CLI tools is the preferred way 
> of customizing RT?  Of course, I'd like to minimize the amount of 
> tweaking we'd have to do for new RT releases. =)

I do this too.  :)

It's a three line scrip... 

but if you already have something wrapping the mailgate, (as I do for
spam and other filtering) modifying the queue there makes sense too.

-R