Global scrip to auto change queue on Create

RT Users
1

Hi,

Using RT 6.0 here. Creating a global level scrip to autochange new created tickets to their respective queues by keyword scanning on subject and content.

Condition: On Create
Custom preparation code:

my $Ticket= $self->TicketObj;
return 1 if ( $Ticket->Subject =~ m/(?i)(network|server|data storage|disaster recovery|hardware|software installation|system access|IT environment)/ || $Ticket->Content =~ m/(?i)(network|server|data storage|disaster recovery|hardware|software installation|system access|IT environment)/ );

Custom commit code:

my $Ticket= $self->TicketObj;
$Ticket->SetQueue(‘IT Infrastructure’);
$RT::Logger->info(“Ticket " . $Ticket->id . " routed to IT Infrastructure queue.”);
return 1;

Applies to: Normal

I have inserted keywords within both the subject and body of the email. Somehow it’s not working.

Is there something I am missing?

2

What do you see in the logs? I don’t believe Content is a valid ticket method

3

Print to the logger other info message at the end of the preparation code to see if the line before is doing what you expect.

Also, use my ($status, $msg) = $Ticket->SetQueue(‘IT Infrastructure’); so you can check if something goes wrong by adding…

unless( $status ) {
  $RT::Logger->error(“Something goes wrong: ”. $msg);
  return 0;
}

Or whatever structure/logic you prefer, and watch the log file.

4

a similar condition i use with rt 5.0.8:

Condizione:   Alla creazione
Azione:       Definito dall'utente
Modello:      Blank - ITA
Si applica a: Assistenza

Programma di preparazione dell'azione personalizzata:
my $requestor_email = lc($self->TicketObj->RequestorAddresses);
my $t_subject = lc($self->TicketObj->Subject);
my $t_content = lc($self->TransactionObj->Attachments->First->Content);

if ( $t_subject =~ "marcatemp" ) {
     $self->TicketObj->SetQueue(7);
     return 1;
}
if ( $t_content =~ "marcatemp" ) {
     $self->TicketObj->SetQueue(7);
     return 1;
}
if ( $requestor_email =~ "aaa.it") {
     $self->TicketObj->SetQueue(6);
     return 1;
}

return 1;

Custom action commit code:
$self->TicketObj -> SetPriority("Medium");
5

Thanks a lot. Problem solved