[rt-users] round-robin auto assignment?

Asif Iqbal vadud3 at gmail.com
Tue Oct 27 11:57:22 EDT 2015


On Sat, Oct 24, 2015 at 12:44 AM, Asif Iqbal <vadud3 at gmail.com> wrote:

>
>
> On Fri, Oct 23, 2015 at 2:28 AM, Christian Loos <cloos at netcologne.de>
> wrote:
>
>> Am 22.10.2015 um 22:21 schrieb Asif Iqbal:
>> > # get the user list from the file
>> > # this file has the list of users who will be assigned as owner in
>> > round-robin
>> > # you could have another logic external that could update this file to
>> > get the
>> > # generate the list of owners
>> > my $file = "/var/tmp/ownerlist";
>> >
>> > return 1 unless open(my $fh, '<', $file);
>> > my @owners = <$fh>;
>> > return 1 unless close $fh;
>>
>> I think a better solution for the owners list would be to create a group
>> in RT, assign the needed users to the group and then load the possible
>> owner from that group. With this, you can change the owners list from
>> the RT Webinterface.
>>
>> Script code would be something like this:
>>
>> my @owners;
>> my $users = RT::Users->new(RT->SystemUser);
>> $users->MemberOfGroup(<the id of the group>);
>> while( my $user = $users->Next ) {
>>     push @owners, $user->Name;
>> }
>>
>>
> I agree, this is cleaner. Although, I picked the external file since I am
> looking
> for a way to update that with users who are not in vacation.
>
>
>

anyone added a logic to not auto assign the ticket if it is created during
holiday or weekends?

We are using Lifecycles to implement Due date based on business hours using
the SLA extension. But not sure how auto assign can take advantage of that.



>
>> Chris
>>
>
>
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
>
>


-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20151027/3659908a/attachment.html>


More information about the rt-users mailing list