Automatic ticket owner assignments

RT Users
1

Hi-

I’ve been using RT for quite a while now, and we have only one issue: our
people often work a ticket through email, but don’t bother to login to RT
and “Take” ownership of a ticket. The end result is that we end up with a
huge queue of tickets that are owned by “Nobody”.

So, I was wondering if there would be a way to automatically assign the
first person (who is not the requestor) to reply to a ticket via email, to
be the owner. So, like this:

  1. Person X sends a request via RT and a ticket is created.
  2. Admin Y responds to the ticket via email.
    2a. RT automatically assigns Admin Y as the owner.
  3. Admin Y works on and resolves the ticket.

As a second part, is there any way to resolve a ticket other than the RT
interface itself (again, maybe through email with a keyword or something).

Thanks-
Jay

2
  1. Person X sends a request via RT and a ticket is created.
  2. Admin Y responds to the ticket via email.
    2a. RT automatically assigns Admin Y as the owner.
  3. Admin Y works on and resolves the ticket.

You’ll want http://www.empolis.no/~espenhw/rt3/SetOwnerToActor.pm
and a scrip: On Correspond Set Owner to Actor with template Blank

As a second part, is there any way to resolve a ticket other than the RT
interface itself (again, maybe through email with a keyword or something).

Via Custom Fields, but you’ll have to do some hackery of your own.

-- Niels.