[rt-users] Auto-change queue based on requestor

[Andrew Xenides]

Hi Kevin,
 
What criteria are you basing the queue on, for example, will it be the
subject of the email that is sent, or the email address of the requestor, or
specific key words in the body of the message?
 

Andrew Xenides
System Administrator
EscapeNet 
465 South Road
Keswick SA 5035
T: (08) 8292 5200
F: (08) 8292 5299
E: andrew at staff.esc.net.au
W: http://www.esc.net.au

 


  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Sonney
Sent: Tuesday, 21 June 2005 9:26 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Auto-change queue based on requestor


I'm looking for some help with a scrip for the following design.  
 
We will have one email address to submit issues to.
We will have multiple queues based on organizational unit, i.e. Accounting,
Real Estate
Users of a specific organizational unit will be a member of a group with the
same name as the queue.
 
I'm trying to write a scrip to determine the group of the requestor, then
move the ticket to that requestor's queue.
 
Unfortunately, I'm not very good at perl and I'm having a hard time with the
RT API.  I'm hoping somebody out there has done something similar to this
and is willing to share their code.  I found the AutoChangeQueue on the wiki
but I'm having a hard time tweaking it for what I'm trying to do.
 
Thanks in advance,
 
Kevin
 
 

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