Auto assign owner to queues

RT Users
1

Hello, I am new to the RT system. Can some one please tell me how should I
default an owner to a queue?

All the tickets were coming to the general queue when users submitted
tickets using email to rt@domain.com. I created an email alias
rt-web@domain.com with -queue as web. Now all the emailed tickets get
generated in the web queue. I would like to know how I can default an owner
to this queue?

I wrote a simple scrip that assigns an owner to the web queue. But the
problem is that RT generates a correspondence when the ticket is created
with NOBODY as owner, and then it generates a second correspondence that it
has assigned the ticket. I want to avoid the second communication. For this
reason, I am wondering if there is a way that I can default an owner to a
queue?

brgds,
wq

2

testwreq wreq wrote:

Hello, I am new to the RT system. Can some one please tell me how should
I default an owner to a queue?

All the tickets were coming to the general queue when users submitted
tickets using email to rt@domain.com mailto:rt@domain.com. I created
an email alias rt-web@domain.com mailto:rt-web@domain.com with -queue
as web. Now all the emailed tickets get generated in the web queue. I
would like to know how I can default an owner to this queue?

I wrote a simple scrip that assigns an owner to the web queue. But the
problem is that RT generates a correspondence when the ticket is created
with NOBODY as owner, and then it generates a second correspondence that
it has assigned the ticket. I want to avoid the second communication.
For this reason, I am wondering if there is a way that I can default an
owner to a queue?

This should work for you:

  1. In your web queue, create a copy of the global notify template that
    the on-create scrip is using. Give it the same name as the global template.
  2. Edit the new template and put a line of perl at the beginning that
    assigns the appropriate owner to the ticket without creating an
    ownership change transaction. Look on the wiki for an example that uses
    Set(Field=>‘Owner’,Value=>$owner,RecordTransaction=>0).

Why this should work:
Step 1 tells RT to use the web queue template instead of the global
template (because they have the same name).
Step 2 sets the ownerdhip of the ticket without creating a new
transaction and sends out your notification. Using the
RecordTransaction=>0 option of the Set() call instead of the SetOwner()
call prevents the ownership-change scrip from firing and sending a
second notification.

Have fun with RT!

Regards,
Gene