[rt-users] Email Queue Routing

[Pierre Buhas]

Hi Kenneth,

I suppose you are talking about a ticket CF. But in this case I presume you
need to set this CF manually when it falls into your triage queue.

Here I was thinking about a Queue CF that will be defining the email
extension (like @bestpractical.com) so that all the tickets sent by
the bestpractical guys are automatically moved from the triage queue to
their queue (bestpractical queue here with my example).. this way there is
not any manual steps for each ticket, only at the queue creation.

The thing is I am uncertain with the usage of the API I am using for the
queue CF .. All I could get is the doc from perldoc and examples on the net
.. Is there a way to display some debug values ?

Regards

Pierre



On 19 January 2011 18:42, Kenneth Crocker <kfcrocker at lbl.gov> wrote:

> Pierre,
>
> Have you tried other methods? If all the email is coming into the same
> Queue, why not just move them to another Queue based on the CustomFiled
> Value (I'm assuming your using CommandByMail for that). I do this for
> several Queues. We have a "Triage" Queue that receives the email tickets and
> based on a CF value, moves the ticket to another Queue and even pre-assigns
> the owner based on another CF value.
>
> Kenn
> LBNL
>
>
> On Wed, Jan 19, 2011 at 6:09 AM, Pierre Buhas <pierre.buhas at duolog.com>wrote:
>
>> Hello,
>>
>> I am trying to customize one Scrip I found (
>> http://requesttracker.wikia.com/wiki/EmailRouting) ..
>>
>> Now what I would like to do is automatically routing and creating the
>> ticket in the right queue by looking at a queues
>> customField MailDomain where I store the domain name like: \@gmail\.com
>> below ..
>>
>> How should I debug my modifications - See Option2 - there (it is not
>> working yet...;-) ?
>>
>> Thanks
>>
>> #--------------------------
>> # Domains we want to move
>> #--------------------------
>>
>> # Option 1 - list the domains here
>> # my %domain_map = (
>> #                    '\@gmail\.com'         => "TESTGmail",
>> #                    '\@free\.fr'        => "TESTFree"
>> #                 );
>>
>>
>> # Option 2 - get all domain from queues CF
>> my %domain_map = ();
>> my $queues = new RT::Queues(RT::SystemUser);
>> foreach my $queue ($queues->Next) {
>>         $domain_map { $queue->FirstCustomFieldValue('MailDomain') } =
>> $queue->Name;
>> }
>>
>> #---------------------------------------------
>> #Check each of our defined domains for a match
>> #---------------------------------------------
>>  foreach my $domainKey (keys %domain_map ){
>>  if($self->TicketObj->RequestorAddresses =~ /^.*?${domainKey}/) {
>>      # Domain matches - move to the right queue
>>      $self->TicketObj->SetQueue($domain_map{$domainKey});
>>      }
>>  }
>>
>>
>>
>>
>> Pierre
>>
>>
>
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