Autoforwarding tickets

RT Users
1

Hello all I would like to do this process differently.
Here is what I am doing on RT version 4.2.3.
A ticket comes in RT queries an external system to determine if the ticket should be auto forwarded.

If the foreign system return yes to auto forward a CF is set for where the ticket should be forwarded.
I have written scrips to auto forward this ticket by changing the requestor.

What I would like to change is to forward the ticket without changing the requestor. So I need to be able to change the forward address from the requestor to a CF value on the fly.

Now the questions.
Can this be done?
If so, where should this be done? In the template? If so how?

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 * 262-783-6261 ext. 2296
bbaker@copesan.commailto:cstephan@copesan.com
www.copesan.comhttp://www.copesan.com/
“Servicing North America with Local Care”

2

Update

I change the behavior to use the Admincc this is working great for me.

Thanks all

Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 * 262-783-6261 ext. 2296
bbaker@copesan.commailto:cstephan@copesan.com
www.copesan.comhttp://www.copesan.com/
"Servicing North America with Local Care"From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Bryon Baker
Sent: Wednesday, August 06, 2014 3:15 PM
To: RT Users (rt-users@lists.bestpractical.com)
Subject: [rt-users] Autoforwarding tickets

Hello all I would like to do this process differently.
Here is what I am doing on RT version 4.2.3.
A ticket comes in RT queries an external system to determine if the ticket should be auto forwarded.

If the foreign system return yes to auto forward a CF is set for where the ticket should be forwarded.
I have written scrips to auto forward this ticket by changing the requestor.

What I would like to change is to forward the ticket without changing the requestor. So I need to be able to change the forward address from the requestor to a CF value on the fly.

Now the questions.
Can this be done?
If so, where should this be done? In the template? If so how?

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 * 262-783-6261 ext. 2296
bbaker@copesan.commailto:cstephan@copesan.com
www.copesan.comhttp://www.copesan.com/
“Servicing North America with Local Care”