Move ticket to queue based on Requestor

RT Users
1

Hallo

I’m getting lost in a sea of perl…

I have a Custom Field for tickets, called Department. This contains
Sales, Dev, etc.

I’m trying to set up a scrip that will look at the requestor’s email
address for an incoming ticket (is email address in: ‘alice@company.com,
bob@company.com’) and then set the Department field for the ticket.

Is this kind of thing even possible?

2

Gareth,

Sure, we have something like that. See below:

Custom Condition:

condition set on email transaction to create

my $trans = $self->TransactionObj;
my $msgattr = $trans->Message->First;

return 0 unless $trans->Type eq “Create”;
return 0 unless $msgattr;
return 1 if $msgattr->GetHeader(‘Received’);
return 0;

Custom Prep Action:

Set up initial values

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $actor = $trans->CreatorObj;
my $name = $actor->Name;

set Custom FIeld value based on Senders’ Name

my %values = qw(
BobSmith Sales
ASmith Dev
JJones whatever3
);

my $CFvalue = $values{$name};

exit if name not found

return 0 unless $CFvalue;

set the CF “Department”

my $cf_obj = RT::CustomField->new($RT::SystemUser);
my $cf_name = “Department”;
$cf_obj->LoadByName(Name=>$cf_name);
$RT::Logger->debug(“Loaded$cf_obj->Name = “. $cf_obj->Name() .”\n”);
$ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$CFvalue,
RecordTransaction=>0);

return 1;

Custom Cleanup Action:

return 1;

Something like that should do it.

Kenn
LBNLOn Wed, Feb 23, 2011 at 10:23 AM, Gareth Tupper gareth@phonepower.comwrote:

Hallo

I’m getting lost in a sea of perl…

I have a Custom Field for tickets, called Department. This contains Sales,
Dev, etc.

I’m trying to set up a scrip that will look at the requestor’s email
address for an incoming ticket (is email address in: ‘alice@company.com,
bob@company.com’) and then set the Department field for the ticket.

Is this kind of thing even possible?