[rt-users] Email Queue Routing

[Kenneth Crocker]

List,

Opps.

On Wed, Jan 19, 2011 at 1:33 PM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:

> Pierre,
>
> No, I was talking about a CF that is already set up with pre-defined values
> "Select One". Each/or severl values can be used to correlate to a Support
> Queue.
> If you are using COmmandByMail, then a user can send an email with the
> Custom Field as a command and the value is set. The scrip in the Triage
> Queue receives the Email, validates (ExternalAuth, whatever), The scrip is
> triggered because there is a Custom Field value and that scrip re-sets the
> QueueID and anything else (ie. owner) you want when the ticket is actually
> committed.
>
> Kenn
> LBNL
>
>
> On Wed, Jan 19, 2011 at 10:59 AM, Pierre Buhas <pierre.buhas at duolog.com>wrote:
>
>> 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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