[rt-users] Set Owner by Requestor Organization?

[Kenneth Crocker]

Steven,

I don't know if this idea will help, but we use a Custom Field we call
"CFO-Org" and when someone sends in an email, CommandByMail allows us to set
that field and we use that value against an array of possible values in a
scrip to set the owner for the ticket. It's a variation of using a value in
the Subject field, except that it's a Custom Field value set by using
CommandByMail. Hope this helps.


Kenn
LBNL

On Wed, Sep 8, 2010 at 6:24 AM, Steven Platt <Steven.Platt at hpa.org.uk>wrote:

> Hi,
>
> I'm trying to achieve this using a chopped version of
> http://wiki.bestpractical.com/view/SetOwnerAndQueueBySubject and some
> wisdom clipped from elsewhere in the wiki (some of the scrips pages, I
> forget exactly which), and here is what I have:
>
> Condition: On Create
> Action: User defined
> Template: Global template:blank
> Stage: TransactionCreate
>
> Custom prep code
> ----------------
>
> $t_org = $self->TransactionObj->CreatorObj->__Value('Organization');  ##
> also tried $t_org = $self->TransactionObj->CreatorObj->Organization;
> if ( $t_org !~ /(VRD|GEZI)/i ) { return 0; }
> else { return 1; }
>
>
> Custom cleanup code
> -------------------
>
> $t_org = $self->TransactionObj->CreatorObj->__Value('Organization');  ##
> also tried $t_org = $self->TransactionObj->CreatorObj->Organization;
> if ( $t_org =~ /VRD/i ) { $newowner = "owner.a"; }
> if ( $t_org =~ /GEZI/i ) { $newowner = "owner.b"; }
> my $T_Obj = $self->TicketObj;
>
> $RT::Logger->info("Auto assign ticket #". $T_Obj->id ." to user #".
> $newowner );
> my ($status, $msg) = $self->TicketObj->SetOwner( $newowner );
> unless( $status ) {
>    $RT::Logger->error( "Impossible to assign the ticket to $newowner:
> $msg" );
>    return undef;
> }
> return 1;
>
>
> ...but it appears to have no effect on the ticket whatsoever. Can anyone
> point me in the right direction?
>
> Also, I'm testing this by generating dummy tickets on our production
> (and only) instance of RT. This can't be the recommended method of scrip
> testing, can it!!
>
> TIA
>
> Steve
> HPA Bioinformatics
> UK
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