As I’m new to RT I’m trying to setup a system for our needs.
We want a queue for each customer. Tickets are created by email.
So I want to test this with my own gmail address:
I’ve created a queue called ‘Gmail’.
In the General queue I’ve created a Scrip:
Condition: On Create
Action: User defined
Template: Global template: Blank
Stage: TransactionCreate
Custom action cleanup code:
if ($self->TicketObj->RequestorAddresses =~ /polloxx@gmail.com/){
$self->TicketObj->SetQueue(“Gmail”);
return(1);
}
return(undef);
So a new created ticket should move from the ‘General’ to the 'Gmail’
queue but it doesn’t. What am I doing wrong?
so when customer sends email to address gmail@company.com, it goes automaticly
to gmail -queue!On Monday, 22. Februaryta 2010 16:25:33 polloxx wrote:
Dear,
As I’m new to RT I’m trying to setup a system for our needs.
We want a queue for each customer. Tickets are created by email.
So I want to test this with my own gmail address:
I’ve created a queue called ‘Gmail’.
In the General queue I’ve created a Scrip:
Condition: On Create
Action: User defined
Template: Global template: Blank
Stage: TransactionCreate
Custom action cleanup code:
if ($self->TicketObj->RequestorAddresses =~ /polloxx@gmail.com/){
$self->TicketObj->SetQueue(“Gmail”);
return(1);
}
return(undef);
So a new created ticket should move from the ‘General’ to the ‘Gmail’
queue but it doesn’t. What am I doing wrong?
2010 RT Training Sessions!
San Francisco, CA, USA - Feb 22 & 23
Dublin, Ireland - Mar 15 & 16
Boston, MA, USA - April 5 & 6
Washington DC, USA - Oct 25 & 26
We only want one helpdesk address to send to. Depending on the from
address tickets should go to the appropriate queue.On Mon, Feb 22, 2010 at 3:40 PM, JJussi rt-users@jjussi.com wrote:
Hi!
Why you don’t create “gmail” -queue email alias?
/etc/aliases
so when customer sends email to address gmail@company.com, it goes automaticly
to gmail -queue!
On Monday, 22. Februaryta 2010 16:25:33 polloxx wrote:
Dear,
As I’m new to RT I’m trying to setup a system for our needs.
We want a queue for each customer. Tickets are created by email.
So I want to test this with my own gmail address:
I’ve created a queue called ‘Gmail’.
In the General queue I’ve created a Scrip:
Condition: On Create
Action: User defined
Template: Global template: Blank
Stage: TransactionCreate
Custom action cleanup code:
if ($self->TicketObj->RequestorAddresses =~ /polloxx@gmail.com/){
$self->TicketObj->SetQueue(“Gmail”);
return(1);
}
return(undef);
So a new created ticket should move from the ‘General’ to the ‘Gmail’
queue but it doesn’t. What am I doing wrong?
2010 RT Training Sessions!
San Francisco, CA, USA - Feb 22 & 23
Dublin, Ireland - Mar 15 & 16
Boston, MA, USA - April 5 & 6
Washington DC, USA - Oct 25 & 26
2010 RT Training Sessions!
San Francisco, CA, USA - Feb 22 & 23
Dublin, Ireland - Mar 15 & 16
Boston, MA, USA - April 5 & 6
Washington DC, USA - Oct 25 & 26
Thanks for all your suggestions.
How can I do this using Scrips, so without the need to go to /etc/aliases?
@Kevin: How do I check the return value of Setqueue? @Jerrad: We only have a limited number of customers and needed queues.On Tue, Feb 23, 2010 at 3:31 AM, Jerrad Pierce jpierce@cambridgeenergyalliance.org wrote:
As I’m new to RT I’m trying to setup a system for our needs.
We want a queue for each customer. Tickets are created by email.
However, if you really want to do this, and assuming you
have a relatively fixed set of requestors/queues, the easiest way to
handle this would be running rt-mailgate
with --extension=queue; of course, your current method of scrips
permits you to programatically create a
morasse of queues.
–
Cambridge Energy Alliance: Save money. Save the planet.
As I’m new to RT I’m trying to setup a system for our needs.
We want a queue for each customer. Tickets are created by email.
However, if you really want to do this, and assuming you
have a relatively fixed set of requestors/queues, the easiest way to
handle this would be running rt-mailgate
with --extension=queue; of course, your current method of scrips
permits you to programatically create a
morasse of queues.
–
Cambridge Energy Alliance: Save money. Save the planet.
2010 RT Training Sessions!
San Francisco, CA, USA - Feb 22 & 23
Dublin, Ireland - Mar 15 & 16
Boston, MA, USA - April 5 & 6
Washington DC, USA - Oct 25 & 26
As I’m new to RT I’m trying to setup a system for our needs.
We want a queue for each customer. Tickets are created by email.
However, if you really want to do this, and assuming you
have a relatively fixed set of requestors/queues, the easiest way to
handle this would be running rt-mailgate
with --extension=queue; of course, your current method of scrips
permits you to programatically create a
morasse of queues.
–
Cambridge Energy Alliance: Save money. Save the planet.
2010 RT Training Sessions!
San Francisco, CA, USA - Feb 22 & 23
Dublin, Ireland - Mar 15 & 16
Boston, MA, USA - April 5 & 6
Washington DC, USA - Oct 25 & 26
2010 RT Training Sessions!
San Francisco, CA, USA - Feb 22 & 23
Dublin, Ireland - Mar 15 & 16
Boston, MA, USA - April 5 & 6
Washington DC, USA - Oct 25 & 26
Thanks for all your suggestions.
How can I do this using Scrips, so without the need to go to /etc/aliases?
I am also interested in trying to setup the same thing with a Scrip in
RT. We currently have a script that runs via procmail, which looks for
certain keywords and automatically re-route tickets to the appropriate
queue before ticket creation. We use this for automatic ticket
exchanges with a sister support center that is using FootPrints, but we
are in the process of testing an improved system that won’t use email
exchanges.
Instead it uses a SOAP interface on the FP side and REST on RT. Because
there will be no more email to intercept before RT and I would like to
do the queue routing on the receiving side (RT), I would like to have a
Scrip in RT that can change the Queue for a ticket before it is created.
Is this even possible in RT with an “On Create” condition and custom
action preparation or cleanup code? I am not sure how, or if it is even
possible to intercept and change the parameters of a ticket creation
transaction before it is created.
I tried a Scrip similar to the one that started this thread, which did
work for me, but it effectively created the ticket in the original
queue, then moved it to the new queue, with only the queue change email
going to the watchers of the new queue and the original ticket request
going to the watchers of the original queue.
Is what I am trying to do even possible with a Scrip in RT?
~Jason
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