Automatically Assigning Owner and Queue based on Requestor's emai l

List,

We are just now setting up RT and we’ve had special request come up.

I’d work on this myself but I can’t seem to find any Google links to HOWTO’s
on scrips.

We have set up RT with an “Email” queue so that tickets received via email
can be scripted and acted on independently.

I have a network monitoring system set up to send emails to RT during a
network outage. This obivously is so that an alert from the monitor
automatically generates a ticket in RT. The email is coming from
netmon@domain.com. Can someone help me write a script that will
automatically move a ticket, only from netmon@domain.com from the Email
queue to the WAN queue and assign the owner to be joe@domain.com? All other
tickets in the Email queue should be left alone to be acted upon as normal.

I know how to assign the owner (thanks Ruslan) so I really don’t need that
part, but how do you go about looking at a new request, getting the email
address out of it, and then assigning ticket attributes based on the email
address?

Thanks as always.

At 07:29 PM 10/24/2003, Harrison, James wrote:

I know how to assign the owner (thanks Ruslan) so I really don’t need that
part, but how do you go about looking at a new request, getting the email
address out of it, and then assigning ticket attributes based on the email
address?

Why don’t you just set up another alias specifically for the WAN queue?
Have your NMS send mail to that alias instead of the generic alias. If you
are concerned about people improperly sending tickets directly to the WAN
queue, there have been several suggestions on this list for where to look,
both internal and external, to restrict email ticket creation.

Michael

Michael S. Liebman m-liebman@northwestern.edu
http://msl521.freeshell.org/
“I have vision and the rest of the world wears bifocals.”
-Paul Newman in “Butch Cassidy & the Sundance Kid”