How to sort incoming mail request by sender email address?

RT Users
1

Hi all,

What is the best way to have the incoming mail requests automatically
route to specific queue based on the e-mail address of the requestor?

Regards,

Francois

PS. I have ordered the book :slight_smile: just didn’t received yet…

Random Thought:
Everybody, my friend, everybody lives for something better to come. That’s why we want to be considerate of every man - Who knows what’s in him, why he was born and what he can do? - Maxim Gorky, 1868 - 1936

2

Hi all,

What is the best way to have the incoming mail requests automatically
route to specific queue based on the e-mail address of the requestor?
With scrips, read http://wiki.bestpractical.com/

Regards,

Francois

PS. I have ordered the book :slight_smile: just didn’t received yet…

Random Thought:

Everybody, my friend, everybody lives for something better to come. That’s why we want to be considerate of every man - Who knows what’s in him, why he was born and what he can do? - Maxim Gorky, 1868 - 1936

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Best regards, Ruslan.

3

Hi all,

I trying to create scrips, but seems that I am missing some info.

I have created a test scrips to transfer a ticket to another queue, I use
the mail gateway and see the following error message in the logs:

Sep 21 10:44:14 localhost RT: Scrip 15 Commit failed: Global symbol
"%session" requires explicit package name at (eval 492) line 2.
(/opt/rt3/lib/RT/Action/UserDefined.pm:81)

Here is my scrips Custom action cleanup code:

init empty instance of RT::Ticket class

my $TicketObj = RT::Ticket->new( $session{‘CurrentUser’} );
my $TargetQueueName = ‘nagios’;
my ($status, $msg) = $TicketObj->SetQueue( $TargetQueueName );
unless( $status ) {
die “Error: $msg”;
}

What am I doing wrong?

Regards,

Francois

Random Thought:
Winning isn’t everything. Wanting to win is. - Catfish Hunter

4

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

There are very few variables that are available to you in a Scrip.
%session is not one of them.

Francois Meehan wrote:

init empty instance of RT::Ticket class

my $TicketObj = RT::Ticket->new( $session{‘CurrentUser’} );

This doesn’t select the current Ticket. If it worked (which it doesn’t
in a scrip) it would create a new Ticket object – from there you would
have to load a ticket number. In a Scrip you can easily get the current
ticket:

my $TicketObj = $self->TicketObj;

my $TargetQueueName = ‘nagios’;
my ($status, $msg) = $TicketObj->SetQueue( $TargetQueueName );
unless( $status ) {
die “Error: $msg”;
}

Look at some of the examples at:

http://wiki.bestpractical.com/index.cgi?Contributions

jbw
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5

Thanks Joby,

Got it to work now. pls humbly excuse my perl-RT newbiness…

Best regards,

Francois

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

There are very few variables that are available to you in a Scrip.
%session is not one of them.

Francois Meehan wrote:

init empty instance of RT::Ticket class

my $TicketObj = RT::Ticket->new( $session{‘CurrentUser’} );

This doesn’t select the current Ticket. If it worked (which it doesn’t
in a scrip) it would create a new Ticket object – from there you would
have to load a ticket number. In a Scrip you can easily get the current
ticket:

my $TicketObj = $self->TicketObj;

my $TargetQueueName = ‘nagios’;
my ($status, $msg) = $TicketObj->SetQueue( $TargetQueueName );
unless( $status ) {
die “Error: $msg”;
}

Look at some of the examples at:

Request Tracker Wiki

jbw
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iD8DBQFDMX5LgA0gpghkf88RAkPEAJsGcLiobMlyAFSOBIuphMPNL/PeRACguvGm
c1LTy1ggh/EoTAZkmMMhjtE=
=RsDe
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Random Thought:
Life is real! Life is earnest!And the grave is not its goal;Dust thou art, to dust returnest,Was not spoken of the soul. - Henry Wadsworth Longfellow, 1807 - 1882