[rt-users] Best practices: Queues vs. Custom fields

Schultz, Eric ESchultz at corp.untd.com
Wed Feb 1 12:35:36 EST 2006

I'll let someone else answer the more general question :-)

As for your last question - sure.  Only problem is, with "From", you
have a large number of people to check.  Better to have several
different email aliases that all point at the same queue, and then check
the "To" header.  Eg:

printers at tickets.yourcompany.com
pcrepair at tickets.yourcompany.com
software at tickets.yourcompany.com

Then, make a custom scrip for the queue that takes the first part (like
printers) and sets that as the CF value, but only if the new ticket is
created by email.

Description:  Change CF based on who this was sent to
Condition: On Create
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate

Custom condition:

Custom action preparation code:
# Get the message attachment
my $msgatt = $self->TransactionObj->Attachments->First;
return 0 if (!$msgatt);  # if no message attachment - assume web UI
return 0 if (!$msgatt->GetHeader('Received'));  # exit if not email

Custom action cleanup code:
my $msgatt = $self->TransactionObj->Attachments->First;
my $reqtype = $msgatt->GetHeader('To');
($reqtype) = ($team =~ /<(\w+)\@.+$/);

my $cf = RT::CustomField->new( $RT::SystemUser );
$self->TicketObj->AddCustomFieldValue( Field => 19, Value => $reqtype,
RecordTransaction => 0 ) if
($self->TicketObj->CustomFieldValues($cf->Id)->Count < 1);

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Michael Finn
> Sent: Wednesday, February 01, 2006 9:11 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Best practices: Queues vs. Custom fields
> Howdy.
> We're beginning our test implementation of RT, and we 
> currently plan to
> have several queues for different types of requests: development,
> repairs (one-time), maintenance (recurring, but not 
> regularly), supplies
> (printer toner, etc.).  Additionally, the powers that be want the
> ability to generate reports based on departments (e.g., 
> average time to
> resolve tickets coming from Accounting).  For this, I propose adding a
> Custom Field to tickets designating the requestor's department.
> Would it make more sense to have Queues by department and 
> handle request
> type differently? 
> Is there a recommended "best practice"?
> On a related note, when a requestor creates a ticket via e-mail, could
> the proposed department field be auto-populated based on the 
> requestor's
> address, or should the department field instead be part of the User
> object?
> TIA,
> Mike

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