Multi Queue Management - Tickets copy to other queue

Stephane_Masse · March 30, 2012, 8:45am

Hi,

I have an instance of RT 4, with different queues in the system for
different emails (IT@… HR@…)

When I try to reply to a requestor, I can CC one more department, but RT
don’t create the ticket, due to the loop prevention mechanism

I disable the loop prevention, then RT merge the ticket due the subject
Tag. So both are not what I expected

We also try 2 extensions but cannot achieve to transfer tickets between
queues by CCs.

Anyone have the same scenario, or RT is not capable to handle multi
queue ?

What is the best approach, scripting, extensions, modify the source of
email.pm, sendmail.pm or emailparser.pm ?

Regards

Stephane Masse

Kenneth_Crocker · March 30, 2012, 5:12pm

Stephane,

RT can handle multiple Queues in several ways. You could, for example,
write a scrip that creates a ticket based on correspondence and some other
criteria.
You could also simply create a “Refers To” ticket and let that ticket
creation send out an email.

Have you read the “Essentials” book? Any other books on RT?

That might help you consider other methods of tweeking RT rather than
assuming it can’t do it.

I have modified several RT installations, one with over 110 Queues and they
moved tickets between Queues, Parent/Child relationships, etc.

Give it a shot and see what ideas you can come up with.

KennOn Fri, Mar 30, 2012 at 1:45 AM, Stephane Masse stephane.masse@rmit.edu.vnwrote:

Hi, ****

I have an instance of RT 4, with different queues in the system for
different emails (IT@… HR@…)****

When I try to reply to a requestor, I can CC one more department, but RT
don’t create the ticket, due to the loop prevention mechanism****

I disable the loop prevention, then RT merge the ticket due the subject
Tag. So both are not what I expected****

We also try 2 extensions but cannot achieve to transfer tickets between
queues by CCs.****

Anyone have the same scenario, or RT is not capable to handle multi queue ?

What is the best approach, scripting, extensions, modify the source of
email.pm, sendmail.pm or emailparser.pm ?****

Regards****

Stephane Masse

Ruslan_Zakirov1 · March 31, 2012, 4:42pm

Moving ticket when cc is set to a different queue wouldnt be hard to
implement with a scrip. However, default notification scrips will act
before move. Is it enough for you?

Ruslan from phone.

написал:

Stephane_Masse · April 3, 2012, 1:38am

Hi,

I did this script under one queue, on correspond, user defined, template
resolved (relevant ?) transaction create or batch (both not works)

Any advice if this is a good way to proceed to copy ticket to other
queue when cc particular emails ?

Custom Condition

my $ContentObj = $self->TransactionObj->Attachments->First();

my $Headers = $ContentObj->{values}{headers};

if ($Headers =~ /^To: .OTHERQUEUEMAILBOX./im) {

return 0;

}

if ($Headers =~ /^CC: .OTHERQUEUEMAILBOX./im) {

return 0;

}

return 1;

Custom action preparation code:

local $Text::Wrap::columns = 64;

my %links = (‘*’ => ‘DependedOnBy’, ‘+’ => ‘Parents’, ‘@’ =>
‘RefersTo’);

my $tkt = $self->TicketObj;

my $cont = $self->TransactionObj->Content;

my $requestors = [ $tkt->Requestors->MemberEmailAddresses ];

my $sym = qr/[\Q@{[join ‘’, keys %links]}\E]/;

my $tsubject = $self->TicketObj->Subject;

$cont =~ s/^\s*(#[^\n]+\n)+\n?//s;

$cont =~ s/^-- \n.+$//m;

1 while $cont =~ s/^(\s*$sym\s*[^\n]+)\n(?!^$sym)/$1 /m;

   my $new_tkt = RT::Ticket->new($RT::Nobody);

   my ($id, $msg) = $new_tkt->Create(

                 Queue => "TODO",

                 Subject => $tsubject,

                 Status => 'new',

                 Owner => $tkt->Owner,

                 Requestor => $requestors,

                 $links{$link} => $tkt->Id,

                 MIMEObj => MIME::Entity->build(Data => $cont)

 );From: Stephane Masse

Sent: Friday, March 30, 2012 3:46 PM
To: ‘rt-users@lists.bestpractical.com’
Subject: Multi Queue Management - Tickets copy to other queue

Hi,