[rt-users] Multiple faces for single queue?

[Tom Lanyon]

Thanks for the response, Kenneth.

Sure, I know it is possible; I was more curious whether anyone was  
already doing it and whether there was code already publicly available  
to make my life easier. :)

The only issue I'm not certain of, is whether there would be a way to  
modify the "From" address of mail sent by RT depending on a "Client"  
CustomField. Has anyone done this?

Cheers,
Tom

On 23/04/2008, at 2:24 AM, Kenneth Crocker wrote:
> 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