[rt-users] Quick Ticket Queue?

[James Harrison]

On Wed, 2003-10-22 at 06:25, Ruslan U. Zakirov wrote:
> James Harrison wrote:
> > RT List,
> > 
> > We are just beginning to implement a helpdesk at our company.  We are
> > evaluating several tools, but RT seems to be leading the pack at the
> > moment.
> > 
> > I'm a newbie to RT so maybe there is an easy way to do this with scrips,
> > but I'm just now getting into the guts of RT and would like to leverage
> > the list's experience.
> > 
> > We have a helpdesk admin that comes from a shop that had a helpdesk app
> > that had the concept of a "Quick Ticket".  Basically we want to create
> > tickets to track redundant simple issues like password resets.  I've
> > created a queue with a custom field for type, ie "Password Reset".  We'd
> > like for a new ticket in this queue to be have an owner automatically
> > selected and be "resolved" as it is opened.  This way our helpdesk
> > person simply has to create a new ticket in the queue, select the
> > appropriate type from the custom field and click submit.  The issue is
> > recorded and resolved in one step.
> As I've understand you want to assign default owner for all new tickets 
> in your queue.
> 
> You could do it with script:
> condition: OnCreate
> action: user defined
> action prep:
> ________________________________________
> return 1;
> ________________________________________
> action commit:
> ________________________________________
> my $u = RT::User->new($RT::SystemUser);
> my $email = 'foo at bar.com';
> $u->LoadByEmail($email);
> die "No user with email '$email'!" unless $u->id;
> my ($status, $msg) = $self->TicketObj->SetOwner($u->id);
> die $msg unless ($status);
> return 1;
> ________________________________________
> 
> > 
> > Any suggestions?
> > 
> > Thanks

Ruslan,

This look great!  Thanks.  How would I also set the default status to be
"resolved".

Thanks Again!
-- 
James Harrison RHCE, CCNA