[Rt-devel] vacation flag/automatic "forwarding" of tickets

Alexander List alexlist at sbox.tu-graz.ac.at
Wed Mar 2 10:53:05 EST 2005


I've setup RT3 for evaluation, and I'm looking for a way to 
automatically forward tickets.

Imagine, Customer Care Agent Joe is on vacation, and by accident, 
someone assigns a ticket to him for further processing.

What's the most straightforward way to implement a vacation system? Add 
a Custom Field to the User (e.g. substitute) and a Scrip that will 
change the owner to the substitute if someone assigns a ticket to Joe?

Thanks for any hints


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