[rt-users] assigning a ticket to a user

[Ramon Loureiro]

Hi again,

Let me explain better:
I'm trying to manage ticket properties without entering in the RT web 
interface. This is the situation:

1.- Requestor A sends an email to the queue
2.- Watcher B receives the email as a CC user of the queue
3.- Watcher C receives the email as a AdminCC user of the queue
4.-.Watcher B answers the email. Nothing special happens
5.- Watcher C answers the email, Here is when I want the system to 
change the owner to C

So I think I need to check if the one who is answering the message is 
AdminCC

Some thin like
$self->TransactionObj->CorrespondingActor->Id;
?

thanks again





Gene LeDuc wrote:
> I could have it wrong, but it is working for me.  Here's how I 
> understand it:
>
> When the e-mail comes in, $self->TransactionObj->CreatorObj->Id is the 
> user id of the e-mail sender (because the sender's e-mail "created" 
> the transaction).
> my $CreatorId = $self->TransactionObj->CreatorObj->Id;
>
> $val = $self->TicketObj->QueueObj->IsAdminCc($CreatorId) should return 
> true if the transaction creator (the e-mail sender) is a member of 
> AdminCc for that queue.
>
> So, to set the owner of the ticket to the e-mail sender only if the 
> sender is in AdminCc:
> $self->TicketObj->SetOwner($CreatorId) if $val;
>
>
> At 03:35 PM 4/26/2007, you wrote:
>> Thank you!
>> But, as I understand, this makes the requestor=creator to be the 
>> owner, do
>> it?
>> I´d like the first watcher who answers the email to be the owner...
>>
>> thanks for answering!!!
>>
>> > Try
>> >
>> > -----------------------
>> > my $Ticket = $self->TicketObj;
>> > my $Transaction = $self->TransactionObj;
>> > my $CreatorId = $Transaction->CreatorObj->Id;
>> > my $Queue = $Ticket->QueueObj;
>> > my $val = $Transaction->Type eq 'Correspond' &&
>> > $Queue->IsAdminCc($CreatorId);
>> > $Ticket->SetOwner($CreatorId) if $val;
>> > return 1;
>> > ----------------------
>> >
>> > At 02:17 PM 4/26/2007, Ramon Loureiro wrote:
>> >>Hi,
>> >>I`d like to solve this situation:
>> >>
>> >>A Requestor send an email to one queue.
>> >>Two watchers receive the corresponding email.
>> >>
>> >>When one of the watchers answers the email I'd like him to be the 
>> owner
>> >> of
>> >>the ticket if he is an AdminCC
>> >>
>> >>what is the AdminCC id?
>> >>$self->TicketObj->QueueObj->AdminCc->id  ?????
>> >>
>> >>-------------------------------------------------------------
>> >>my $Value = $self->TicketObj->QueueObj->AdminCc->id ;
>> >>$self->TicketObj->_Set(Field => 'Owner', Value => $Value);
>> >>return 1;
>> >>-------------------------------------------------------------
>> >>
>> >>thank you!
>> >>
>> >>
>> >>
>> >>
>> >>
>> >>
>> >>
>> >>_______________________________________________
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>> >
>> >
>> > --
>> > Gene LeDuc, GSEC
>> > Security Analyst
>> > San Diego State University
>> >
>> >
>
>