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

[Ruslan Zakirov]

On Wed, Mar 3, 2010 at 2:53 AM, Jason A. Smith <smithj4 at bnl.gov> wrote:
> 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.

I suspect you do some extraction from content and then auto
classification of tickets. I don't get why it's 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.

It's possible, but is more complicated. Can you describe why moving
ticket between queues doesn't work for you?

> Thanks,
> ~Jason

-- 
Best regards, Ruslan.