[rt-users] Add watcher based on email address or domain

[Roy El-Hames]

I guess Neil was referring to client managers/sales managers /customer 
relations agents etc ..
Neil;
I don't think its a simple task particularly you said you speak very 
little Perl ..
If you can; what I would do is: option 1 (the clean way)
 - Create a table that map your customer mail address to an agent (the 
watcher you need to add --this can be user name or mailaddress)
- Create the appropriate classes for this table (I often use 
sbin/factory from the rt source code)
- Create a function in the above classes to pull the agent for a given 
customer email
- Create a scrip with Condition On Create and action to query the 
function you created above and add the value as a watcher
Option 2 (not so clean):
- Assuming your customer email is already an RT user, use one of the 
fields that are n't used in the Users table to populate the email 
address/name of teh watcher
-  Create a scrip with Condition On Create and action to identify the 
requester, pull the value of the field mentioned above and add it as a 
watcher
Best of luck;
Roy

Kenneth Crocker wrote:
> Neil,
>
>
>
>     Why do you need separate "watchers" for each ticket? Each 
> Requestor of a ticket will have their own E_mail address anyway and 
> whatever privileges you want this "watcher" to have you can grant via 
> the "Requestor" role either globally or per queue. If the privileges 
> are to be the same, regardless of who sent a ticket, then grant the 
> privileges to the "Requestor" role globally. What is the real purpose 
> behind the separate watcher concept?
>
> Kenn
> LBNL
>
> Neil Hymans - Technically Speaking wrote:
>> Hi all
>>
>> I have a requirement to add specific watchers to a ticket based on 
>> who sent
>> it.
>>
>> My first attempt involved creating a queue for each customer, with each
>> queue having the appropriate watchers set up. A scrip changes the 
>> queue of
>> an incoming ticket based on the email address or domain.  This works 
>> fine,
>> but it has resulted in about 25 queues so far and this number will 
>> grow as
>> sales increase.
>>
>> Instead, I was thinking that I could skip the whole queue changing 
>> thing - I
>> think it would be fine if a scrip looked at the email address / 
>> domain and
>> added a username as a watcher.
>>
>> Unfortunately, I speak very little Perl and am pretty new to all of 
>> this. If
>> anyone cares to help, I'd be *very* grateful if you could illustrate 
>> your
>> response with about 3 cases so it's obvious to me how to modify it so 
>> suit
>> our requirements - and perhaps also show how to check both a complete 
>> email
>> address and a domain.
>>
>> Thanks in advance for any help you can offer.
>>
>> Best regards
>>
>> Neil
>>
>>
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