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

[Andrew Xenides]

Hi Kevin,

I am also only new to the world of RT but something like this should work

if ($self->TicketObj->RequestorAddresses =~ /username\@email1\.com/){
	$self->TicketObj->SetQueue("Queue 1");
	return(1);
}
if ($self->TicketObj->RequestorAddresses =~ /username2\@email2/){
	$self->TicketObj->SetQueue("Queue 2");
	return(1);
}
return(undef);

>From reading the autoqueue change I would put this in the clean up code and
just return(1); in the preparation code.

And use OnCreate for the condition and Template: Global template: Blank

(the string between the /'s can be any regex) 
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

 

> -----Original Message-----
> From: Kevin Sonney [mailto:KevinSonney at zumiez.com] 
> Sent: Tuesday, 21 June 2005 12:44 PM
> To: Andrew Xenides; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Auto-change queue based on requestor
> 
> I'm thinking the username or email address of the requestor 
> as all users will be privileged and have read-only access 
> into their respective queues.  I'm controlling this access by 
> group rights.
>  
> Kevin
> 
> ________________________________
> 
> From: Andrew Xenides [mailto:andrew at staff.esc.net.au]
> Sent: Mon 6/20/2005 5:45 PM
> To: Kevin Sonney; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Auto-change queue based on requestor
> 
> 
> 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
> 	 
> 	 
> 
> 
>