[rt-users] Re: Autoassign User based on Email Address

[Max Clark]

Thank you. I will work on this today.

On Dec 4, 2007 12:18 PM, Gene LeDuc <gleduc at mail.sdsu.edu> wrote:
> Hi Max,
>
> This is possible and probably not too difficult.
>
> You can get the "To:" addresses from the original e-mail using:
>      my @OriginalTo =
> $self->TicketObj->Transactions->First->Attachments->First->GetHeader('To');
>
> or if this is an "On Create" scrip, you might be able to use (this is
> untested):
>      my @OriginalTo = $self->TransactionObj->GetHeader('To');
>
> This will give you an array @OriginalTo of all the addresses that were on
> the "To:" header.  If the e-mail had several addresses then you'll have to
> figure out which one you want.
>
> Then do your queue and owner assignments like this:
>      $self->TicketObj->SetOwner($username);
>      $self->TicketObj->SetQueue("support");
>
> So an e-mail sent to bob at rt.yourcompany.com would end up in your "support"
> queue assigned to user "bob at rt.yourcompany.com".  Warning - This will cause
> RT to try this assignment on _every_ new ticket sent to it.  If this is not
> what you want, then you need to do some conditional checking to make sure
> that the $username is one of your support techs and then bail if it's not
> the case.
>
> This might need some tweaking, but the basic recipe should work.
>
> Regards,
> Gene
>
>
> At 11:08 AM 12/4/2007, Max Clark wrote:
> >I've been digging through the wiki but I have yet to find a solution
> >to this. Is it possible to autoassign a user based on the to: address?
> >I want to be able to send email to foo at rt which will create a ticket
> >in the support queue assigned to foo.
> >
> >Thanks in advance,
> >Max
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> --
> Gene LeDuc, GSEC
> Security Analyst
> San Diego State University
>
>