On Correspond Own Ticket

RT Users
1

Hi,

Appologies if this is covered in the archives but they seem to be offline at
the moment.

In RT there is currently a "On Correspond Open Tickets with template Blank"
scrip. I’d like to add a “On Correspond Own Ticket with template Blank”, so
that when a staff member replies to a ticket in their email (that has
arrived by “On Create Notify AdminCcs with template Correspondence”) it
opens the ticket and assigns it to them.

It seems like a fairly obvious thing to want to do, but I can’t seem to find
a fairly obvious way to do it. Presumably this needs to be a User Defined
action with some custom code. Does someone have an example?

Sam

2

“Sam Stickland” sam_ml@spacething.org writes:

In RT there is currently a “On Correspond Open Tickets with template
Blank” scrip. I’d like to add a “On Correspond Own Ticket with
template Blank”, so that when a staff member replies to a ticket in
their email (that has arrived by “On Create Notify AdminCcs with
template Correspondence”) it opens the ticket and assigns it to
them.
It seems like a fairly obvious thing to want to do, but I can’t seem
to find a fairly obvious way to do it. Presumably this needs to be a
User Defined action with some custom code. Does someone have an
example?

Take a look at http://www.empolis.no/~espenhw/rt3/SetOwnerToActor.pm.

Espen Wiborg espenhw@empolis.no
I know you believe you understand what you think I said. But I am not
sure you realize that what you heard is not what I meant. – Anon.

3

“Sam Stickland” sam_ml@spacething.org writes:

In RT there is currently a “On Correspond Open Tickets with template
Blank” scrip. I’d like to add a “On Correspond Own Ticket with
template Blank”, so that when a staff member replies to a ticket in
their email (that has arrived by “On Create Notify AdminCcs with
template Correspondence”) it opens the ticket and assigns it to
them.
It seems like a fairly obvious thing to want to do, but I can’t seem
to find a fairly obvious way to do it. Presumably this needs to be a
User Defined action with some custom code. Does someone have an
example?

Take a look at http://www.empolis.no/~espenhw/rt3/SetOwnerToActor.pm.

Thanks, that works brillantly. Might be worth mentioning in the opening
comments that it has to be used in ‘On Correspond’. Using it in ‘On Status
Change’ or ‘On Transaction’ will cause the owner to be set to RT_System.

Sam