[rt-users] Multiple faces for single queue?

[Kenneth Crocker]

Tom,


	I haven't altered the "From", only the "To". However, I'm sure the 
principal is the same. Check out "Headers" at the best practical wiki 
list. I'm there is something there.


Kenn
LBNL

On 4/22/2008 7:41 PM, Tom Lanyon wrote:
> 
> 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
>