[rt-users] Automatic assignment of tickets.

[Steve Finkelstein]

Hi all,

I'm trying to automatically assign tickets whenever someone either

a) comments a ticket or alternatively,
b) responds to a ticket

The conditions are that the current owner is Nobody and the user cannot be
user 'X' (my supervisor for instance, might post comments on a ticket first,
but he's the boss and we want to exclude him from getting ownership.)
Here's the Scrip I put together thus far. If anyone can shed some light,
that'd be great!

PS: If there is a better forum for me to post this on, I'd be more than
happy to not waste any of your bandwidth and go there.

Description: Ticket Auto Assign
Condition: On Comment (I'm not sure how to get On Comment AND On reply at
the same time? Need two different Scrips?)
Action: User Defined
Template: Global Template: Transaction (I'm not sure what this does, need to
look it up on the Wiki)
Stage: Disabled (No idea what this one does either ..)
Custom Condition:
Custom Action Preparation Code:

my $notOwner = "billybob"; # I don't want billybob to get assigned any
tickets no matter if he replies first
my $Actor = $self->TransactionObj->Creator;

return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;
$RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user
#". $Actor );
my ($status, $msg) = $self->TicketObj->SetOwner( $Actor ) unless $Actor ==
$notOwner;
unless ( $status ) {
    $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" );
    return undef;
}
return 1;
Custom action cleanup code: return 1;

This doesn't look to do the trick. Any suggestions again, would be more than
appreciated.

Thanks all!
-- 
Steve
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20061010/c6f15715/attachment.htm>