[rt-users] Quick Ticket Queue?

[Ruslan U. Zakirov]

James Harrison wrote:
> 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);
($status, $msg) = $self->TicketObj->Resolve();
die $msg unless ($status);
>>return 1;
>>________________________________________
>>
>>
>>>Any suggestions?
>>>
>>>Thanks
> 
> 
> Ruslan,
> 
> This look great!
Have you tested it?
>  Thanks.  How would I also set the default status to be
> "resolved".
You want autoresolve tickets in queue on create? If so look above.

> 
> Thanks Again!