[rt-users] assigning a ticket to a user

[Gene LeDuc]

What you are describing is exactly what my code does.  I've tested it, I 
use it, and it works.  If a sender is not an AdminCc for the queue, it will 
return false.  The "IsAdminCc($CreatorId)" function returns true _only_ if 
the argument is in the AdminCc group for that queue.  If the $CreatorId is 
a Cc member but not an AdminCc, the function returns false and you do not 
set the Owner value.

Regards,
Gene

At 02:48 AM 4/27/2007, Ramon Loureiro wrote:
>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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>>> >>
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>>> >
>>> >
>>> > --
>>> > Gene LeDuc, GSEC
>>> > Security Analyst
>>> > San Diego State University
>>> >
>>> >
>>


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University