Queue Ownership

Greetings RT Users,

I’ve been setting up RT and all has gone well. Though I am missing
something as it relates to Queue and ticket ownership.

Currently I’ve got 13 users and one queue for each user. I’ve
setup user-rt@domain.tld address to submit tickets via email. Is
there a way to make RT assign ownership of a ticket to a specific user
based on the queue it is being submitted to?

For example:

I submit a ticket to erol-rt@domain.tld , I want that ticket to be
owned by erol in the queue erol.

I’ve gone through the doc’s and google but nothing is leaping out
at me. Any ideas? or am I out to lunch?

Thanks.

erol
erol@samurai.com
"Life is a tragic comedy. If you can’t laugh, you must cry. I prefer to laugh."
– G. Graffin

  • erol [2005-04-12T10:26-0400]:

I’ve been setting up RT and all has gone well. Though I am missing
something as it relates to Queue and ticket ownership.

Currently I’ve got 13 users and one queue for each user. I’ve
setup user-rt@domain.tld address to submit tickets via email. Is
there a way to make RT assign ownership of a ticket to a specific user
based on the queue it is being submitted to?

Hi Erol. See
http://gossamer-threads.com/lists/rt/users/42631?nohighlight=1#42631
for a couple approaches, including one that I use.

Cheers,
Dave.
Dave Edwards <dle&sympatico,ca>
Freelance and Technical Writer,
With Special Interest in Open Source Software
http://bigStory.homelinux.org

signature.asc (189 Bytes)

Have a scrip action on each queue, where on condition:create ticket, the
user defined action is to change ownership to your user:
ie for erol-rt queue, set up the following scrip:
Condition:On Create
Action:User defined
Custom action cleanup code: $self->TicketObj->SetOwner(‘erol’);
Template : blank

RoyFrom: “erol” erol@samurai.com
To: rt-users@lists.bestpractical.com
Sent: Tuesday, April 12, 2005 3:26 PM
Subject: [rt-users] Queue Ownership

Greetings RT Users,

I’ve been setting up RT and all has gone well. Though I am missing
something as it relates to Queue and ticket ownership.

Currently I’ve got 13 users and one queue for each user. I’ve
setup user-rt@domain.tld address to submit tickets via email. Is
there a way to make RT assign ownership of a ticket to a specific user
based on the queue it is being submitted to?

For example:

I submit a ticket to erol-rt@domain.tld , I want that ticket to be
owned by erol in the queue erol.

I’ve gone through the doc’s and google but nothing is leaping out
at me. Any ideas? or am I out to lunch?

Thanks.


erol
erol@samurai.com
"Life is a tragic comedy. If you can’t laugh, you must cry. I prefer to
laugh."
– G. Graffin


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Currently I’ve got 13 users and one queue for each user. I’ve
setup user-rt@domain.tld address to submit tickets via email. Is
there a way to make RT assign ownership of a ticket to a specific user
based on the queue it is being submitted to?

use a queue specific scrip. You’ll have to write a custom action.

seph