[rt-users] Change queue with a scrip before ticket creation.

[Jason A. Smith]

On Wed, 2010-03-03 at 02:16 +0300, Ruslan Zakirov wrote:
> Jason, scrips can not change what already happened.

That's what I thought, by the time the scrip is run, it is already too
late.

> You can use callback in Create.html, but ticket creation is hardly
> tied to a queue because of custom fields.

Interesting, sounds like it may be close to what I want, but it only has
an effect on the RT web interface.  I would like to change the queue,
based on certain info in the message, and do this for any method of
ticket creation (email, web, rest).

I guess I would need to modify RT/Ticket_Overlay.pm, examine the
contents of MIMEObj and change the Queue parameter before SUPER::Create
is called.

Thanks,
~Jason


> On Wed, Mar 3, 2010 at 2:06 AM, Jason A. Smith <smithj4 at bnl.gov> wrote:
> > I need to be able to change the Queue that a ticket is going to before
> > it is created.  Is this even possible with a scrip in RT?  I tried a
> > scrip with an OnCreate condition and SetQueue, but it still created the
> > ticket in the original queue, then moved the ticket to the new queue
> > after it was created.  Is what I want to do even possible with rt-3.8.7
> > without hacking the core RT code?  Any help to point me in the right
> > direction would be greatly appreciated.
> >
> > Thanks,
> > ~Jason
> >
> >
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-- 
/------------------------------------------------------------------\
|  Jason A. Smith                          Email:  smithj4 at bnl.gov |
|  Atlas Computing Facility, Bldg. 510M    Phone: +1-631-344-4226  |
|  Brookhaven National Lab, P.O. Box 5000  Fax:   +1-631-344-7616  |
|  Upton, NY 11973-5000,  U.S.A.                                   |
\------------------------------------------------------------------/

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