[rt-users] On Correspond, Take Unowned Ticket

[Thomas Sibley]

On 09/05/2012 09:02 AM, Matt Brennan wrote:
> Following up since I sent this just before a long weekend (at least
> here in the US). Is anyone able to offer any thoughts / point me in
> the right direction regarding this?

You may want to look at how
https://metacpan.org/module/RT::Action::AssignUnownedToActor does this.

> Thanks,
> Matt
> 
> On Fri, Aug 31, 2012 at 1:13 PM, Matt Brennan <brennanma at gmail.com> wrote:
>> I am creating a new queue for some slightly less technical users at my
>> company, and their manager has requested I set RT to have a user take
>> ownership of an unowned ticket when they correspond on it via email. I
>> have accomplished this, for the most part, by creating a scrip with
>> the following:
>>
>> my $Ticket = $self->TicketObj;
>> my $Transaction = $self->TransactionObj;
>> my $CreatorId = $Transaction->CreatorObj->Id;
>> $Ticket->SetOwner($CreatorId);
>>
>> The issue is, it shows up as "The RT System Itself - Given to user"
>> which then generates a notification to the user that the message was
>> given to them. I also considered change the last line such that:
>>
>> $Ticket->_Set(Field=>'Owner', Value=>$CreatorId, RecordTransaction=>0);
>>
>> But this obviously doesn't log the transaction, and I DO want to see
>> the ownership change in the ticket's history.
>>
>> My question - can I run the SetOwner (or perhaps the _Set) command AS
>> the $CreatorId for the transaction? My goal is for it to show up as
>> "user - Taken" which will not generate the notification.
>>
>> Thanks,
>> Matt