[rt-users] Default Ticket Owner?

Nathan Oyler noyler at khimetrics.com
Thu Dec 15 09:56:59 EST 2005

> > You could modify a queue-specific scrip to do this.  I
> > believe examples are in the wiki under Contributions.
> Thank you. I'll have another look - I ended up adding a --queue option
> to rt-mailgate, and updaing the ncessary to process it ... But it
> be nice to do it in a more maintainable manner.

I think I may have found it on the wiki or mailing list, but since I
have it right here...

Create a new scrip for that queue as follows:

Condition: OnCreate
Action: User Defined
Template: Global template: Blank
Stage: Transaction Create
Custom Condition:
Custom action prep. code: return 1;
Custom action cleanup code:

# get actor ID
my $User = new RT::User($RT::SystemUser);

# Put the email address of the user who needs to own tickets in this

queue in here!


my $Actor = $User->id;

# if actor is RT_SystemUser then get out of here
return 1 if $Actor == $RT::SystemUser->id;

# get out unless ticket owner is nobody
return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;

# ok, try to change owner
$RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to

user #". $Actor );

my ($status, $msg) = $self->TicketObj->SetOwner( $Actor );
unless( $status ) {
$RT::Logger->warning( "Impossible to assign tickt to $Actor: $msg"


return undef;
return 1;

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