How do I auto-assign tickets?

RT Users
1

Hi,

I’m still relatively new to RT and try to figure out how to set it up
for our needs.

So how can I do the following:

  • I have a queue and a variable number of people on the support staff.

  • New tickets should be distributed evenly to the active members of the
    support staff and auto-assigned to the receiver.

    Say, with a staff of 3 supporters:

    • ticket #1 goes to supporter #1
    • ticket #2 goes to supporter #2
    • ticket #3 goes to supporter #3
    • ticket #4 goes to supporter #1
      etc.

  • When one of them goes inactive (e.g. on holiday), new tickets should
    not be auto-assigned to him.

Is this possible in RT?

Thanks,

Hanno

Hanno M�ller, Dipl.-Inform.

epublica
Internet-Technologie://Konzeption/Produktion/Wartung

Open Business Club - http://www.openbc.com/go/invuid/2/

2

  • I have a queue and a variable number of people on the support staff.

  • New tickets should be distributed evenly to the active
    members of the
    support staff and auto-assigned to the receiver.

The machinery to do this is not included in stock RT.

You’ll need to do some work, but yes – it’s possible.

You need a way to tell RT which people are active.
You’ll need to write perl code to do the round-robin ticket assignment.
That will go in a scrip that is called when tickets are created.