[rt-users] Automatically Assigning Owner and Queue based on Requestor's email

[Ruslan U. Zakirov]

James Harrison wrote:
> List,
> 
> We are just now setting up RT and we've had special request come up.
> 
> I'd work on this myself but I can't seem to find any Google links to
> HOWTO's on scrips.
> 
> We have set up RT with an "Email" queue so that tickets received via
> email can be scripted and acted on independently.
> 
> I have a network monitoring system set up to send emails to RT during a
> network outage.  This obivously is so that an alert from the monitor
> automatically generates a ticket in RT. The email is coming from
> netmon at domain.com.  Can someone help me write a script that will
> automatically move a ticket, only from netmon at domain.com from the Email
> queue to the WAN queue and assign the owner to be joe at domain.com?  All
> other tickets in the Email queue should be left alone to be acted upon
> as normal.
> 
> I know how to assign the owner (thanks Ruslan) so I really don't need
> that part, but how do you go about looking at a new request, getting the
> email address out of it, and then assigning ticket attributes based on
> the email address?
> 
> Thanks as always.
> 
Custom action commit code:
if ($self->TicketObj->IsWatcher(Type => 'Requestor', Email => 
'foo at bar.com' )) {
	my ($status, $msg) = $self->TicketObj->SetQueue('Name');
	die $msg unless ($status);
}
return 1;

		Good luck. Ruslan.