[rt-users] Assigning owner on reply

[Gene LeDuc]

Hi Matt,

Here's how I use a queue-context scrip to assign owner when an admincc 
replies to a ticket.

Description: Set owner via e-mail
Condition: User Defined
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate

Custom condition:
{ ### True if e-mail is from admincc member
   my $Ticket = $self->TicketObj;
   my $Transaction = $self->TransactionObj;
   my $CreatorId = $Transaction->CreatorObj->Id;
   my $Queue = $self->TicketObj->QueueObj;
   my $val = $Transaction->Type eq 'Correspond'
          && $Queue->IsAdminCc($CreatorId);
   return $val;
}

Custom action preparation code:
return 1;

Custom action cleanup code:
### Set owner to e-mail sender
my $Ticket = $self->TicketObj;
my $Transaction = $self->TransactionObj;
my $CreatorId = $Transaction->CreatorObj->Id;
### I use this because I don't want to create a transaction
$Ticket->_Set(Field=>'Owner', Value=>$CreatorId, RecordTransaction=>0);
### Could use the following instead if you don't mind triggering another event
### $Ticket->SetOwner($CreatorId);

Regards,
Gene

At 12:07 AM 7/4/2007, Matt Weller wrote:
>Can anyone please help,
>
>   I am new to RT and I am trying to work out if I can set the owner of a 
> ticket to be someone who responds to a ticket. Current when a ticket is 
> created a mail is sent to a team of people and it would be useful if as 
> soon as someone updated the ticket is was assigned to that user.
>
>Thanks
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-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University