[rt-users] Multiple faces for single queue?

[Kenneth Crocker]

Tom,


	You pretty much stated your own answer. Yes, by using a CF you can set 
up several scrips to execute when the value of the CF is "whatever" or 
"whatever2", etc. Each scrip would specify a different template to be 
used for the customers with the correct value. Example below:

# Condition:   User Defined
# Action:      Notify Customer type X
# Template:    Global template: Ticket Created for X Customer

# condition execution on CF QA Approved

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;

if  ($trans->Type eq 'CustomField')
     {my $cf = new RT::CustomField($RT::SystemUser);
         $cf->LoadByName(Queue => $ticket->QueueObj->id,
          Name => "Customer Type");
      return 0 unless $cf->id;
      if  ($trans->Field == $cf->id &&
           $trans->NewValue eq "X")
           {
            return 1;
           }
     }

return 0;

	And the same for a different customer type:


# Condition:   User Defined
# Action:      Notify Customer type Z
# Template:    Global template: Ticket Created for Z Customer

# condition execution on CF QA Approved

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;

if  ($trans->Type eq 'CustomField')
     {my $cf = new RT::CustomField($RT::SystemUser);
         $cf->LoadByName(Queue => $ticket->QueueObj->id,
          Name => "Customer Type");
      return 0 unless $cf->id;
      if  ($trans->Field == $cf->id &&
           $trans->NewValue eq "Z")
           {
            return 1;
           }
     }

return 0;

	These two notification scrips will use a different template for the 
customer based on the value of the CF. Hope this helps.


Kenn
LBNL


On 4/21/2008 8:08 PM, Tom Lanyon wrote:
> Hi list,
> 
> Is there an existing solution to have a single queue (used for product  
> support) to be used for multiple clients? In our case, different  
> clients require different support email addresses and ticket auto- 
> response messages, but all other queue behavior, watchers, scrips etc  
> is the same.
> 
> I'm sure it would not be difficult to, on ticket creation, parse the  
> incoming messages for a "To:" header and set a "Client" custom field  
> based on this. Then for all other actions (auto response, etc), we  
> could use this custom field to look up the appropriate templates.  
> However, I was wondering if this had already been done, as it seems  
> like it would be a common RT usage scenario.
> 
> Regards,
> Tom
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