[rt-users] Change queue and owner based on requestor's email address

[Raed El-hames]

Hi Neil;
for 2 create in each queue a custom scrip with condition on queue change and 
action
$self->TicketObj->SetOwner('rt user account for account manager')
For 1, I would go the mail alias route, I understand you want one customer 
support email , however for your requirement you'll be better of if each 
customer have their support mail alias, such as your customer example should 
email their support requests to example at YourSupportMail.comnetorg, customer 
example2 will mail example2 at YourSupportMail.comnetorg etc and each if these 
email aliases will point to the customer queue ie 
example at YourSupportMail.comnetorg will point to the Example queue, ie you'll 
have in your mail/alias something like:
example:    rt-Example+Correspondnce
Regards;
Roy


----- Original Message ----- 
From: "Neil Hymans - Technically Speaking" <info at techspeak.com.au>
To: <rt-users at lists.bestpractical.com>
Sent: Friday, September 08, 2006 6:49 AM
Subject: [rt-users] Change queue and owner based on requestor's email 
address


> Hi all
>
> I'm an absolute RT neophyte, so my apologies in advance.  I've trawled
> through previous listings for solutions to similar requirements, but 
> because
> I don't speak its programming dialect, I've not been able to successfully
> adapt things that I've found in the archives.
>
> So here's there the requirement:
>
> We want to maintain just one customer service email address which goes
> straight to RT, but would like each ticket to:
>
> 1) be assigned to the relevant major customer queue, based on the domain 
> of
> the requestor's email address. For example, any email originating from
> "[anyone]@example.com" would go to the queue named "Example".
>
> There will also be situations in which we will need to match to an entire
> email address rather than a domain, so an illustration of this variation
> would also be helpful.
>
> 2) be assigned to the customer's account manager as owner.
>
> But remembering my newbie status, I'd be grateful for any suggestions
> regarding the most efficient way to implement this for maybe 25 cases.
> Should I create a scrip for each different case, or build all of them into
> one scrip?
>
> I hope all this makes sense and will be very grateful for any assistance 
> you
> good folk can offer.
>
> Thanks & regards
>
> Neil (Perth, Western Australia)
>
>
>
>
>
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