Auto-assign on create from web ui?

RT Users
1

Is it possible to tell whether a ticket is coming from email (all our tickets
from customers come in that way) or via the web ui (in which case it’s entered
by a tech)? I’d like tickets entered via the web ui to get auto-assigned to
the person entering them.

thx,

– Gary Oberbrunner

2

Hi Gary,

There might be a better way, but I use the GetHeader methof of the
Attachment class to see if the Ticket’s first transaction has any
“Received” headers. No received headers means not e-mail.

I can’t find an example at the moment, but it would be something like
if ( $self->TicketObj->Attachments->First->GetHeader(“Received”) ) …

Gene

At 03:12 PM 10/15/2007, Gary Oberbrunner wrote:

Is it possible to tell whether a ticket is coming from email (all our tickets
from customers come in that way) or via the web ui (in which case it’s entered
by a tech)? I’d like tickets entered via the web ui to get auto-assigned to
the person entering them.

thx,

– Gary Oberbrunner

The rt-users Archives

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Commercial support: sales@bestpractical.com

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Gene LeDuc, GSEC
Security Analyst
San Diego State University

3

Hi Gary,

There might be a better way, but I use the GetHeader methof of the
Attachment class to see if the Ticket’s first transaction has any
“Received” headers. No received headers means not e-mail.

I can’t find an example at the moment, but it would be something like
if ( $self->TicketObj->Attachments->First->GetHeader(“Received”) ) …

Gene

At 03:12 PM 10/15/2007, Gary Oberbrunner wrote:

Is it possible to tell whether a ticket is coming from email (all our
tickets
from customers come in that way) or via the web ui (in which case
it’s entered
by a tech)? I’d like tickets entered via the web ui to get
auto-assigned to
the person entering them.

thx,

– Gary Oberbrunner

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com