Quick Ticket Queue?

RT List,

We are just beginning to implement a helpdesk at our company. We are
evaluating several tools, but RT seems to be leading the pack at the
moment.

I’m a newbie to RT so maybe there is an easy way to do this with scrips,
but I’m just now getting into the guts of RT and would like to leverage
the list’s experience.

We have a helpdesk admin that comes from a shop that had a helpdesk app
that had the concept of a “Quick Ticket”. Basically we want to create
tickets to track redundant simple issues like password resets. I’ve
created a queue with a custom field for type, ie “Password Reset”. We’d
like for a new ticket in this queue to be have an owner automatically
selected and be “resolved” as it is opened. This way our helpdesk
person simply has to create a new ticket in the queue, select the
appropriate type from the custom field and click submit. The issue is
recorded and resolved in one step.

Any suggestions?

Thanks
James Harrison RHCE, CCNA

James Harrison wrote:

RT List,

We are just beginning to implement a helpdesk at our company. We are
evaluating several tools, but RT seems to be leading the pack at the
moment.

I’m a newbie to RT so maybe there is an easy way to do this with scrips,
but I’m just now getting into the guts of RT and would like to leverage
the list’s experience.

We have a helpdesk admin that comes from a shop that had a helpdesk app
that had the concept of a “Quick Ticket”. Basically we want to create
tickets to track redundant simple issues like password resets. I’ve
created a queue with a custom field for type, ie “Password Reset”. We’d
like for a new ticket in this queue to be have an owner automatically
selected and be “resolved” as it is opened. This way our helpdesk
person simply has to create a new ticket in the queue, select the
appropriate type from the custom field and click submit. The issue is
recorded and resolved in one step.
As I’ve understand you want to assign default owner for all new tickets
in your queue.

You could do it with script:
condition: OnCreate
action: user defined
action prep:
return 1;
action commit:
my $u = RT::User->new($RT::SystemUser);
my $email = ‘foo@bar.com’;
$u->LoadByEmail($email);
die “No user with email ‘$email’!” unless $u->id;
my ($status, $msg) = $self->TicketObj->SetOwner($u->id);
die $msg unless ($status);
return 1;

James Harrison wrote:

RT List,

We are just beginning to implement a helpdesk at our company. We are
evaluating several tools, but RT seems to be leading the pack at the
moment.

I’m a newbie to RT so maybe there is an easy way to do this with scrips,
but I’m just now getting into the guts of RT and would like to leverage
the list’s experience.

We have a helpdesk admin that comes from a shop that had a helpdesk app
that had the concept of a “Quick Ticket”. Basically we want to create
tickets to track redundant simple issues like password resets. I’ve
created a queue with a custom field for type, ie “Password Reset”. We’d
like for a new ticket in this queue to be have an owner automatically
selected and be “resolved” as it is opened. This way our helpdesk
person simply has to create a new ticket in the queue, select the
appropriate type from the custom field and click submit. The issue is
recorded and resolved in one step.
As I’ve understand you want to assign default owner for all new tickets
in your queue.

You could do it with script:
condition: OnCreate
action: user defined
action prep:


return 1;


action commit:


my $u = RT::User->new($RT::SystemUser);
my $email = ‘foo@bar.com’;
$u->LoadByEmail($email);
die “No user with email ‘$email’!” unless $u->id;
my ($status, $msg) = $self->TicketObj->SetOwner($u->id);
die $msg unless ($status);
return 1;


Any suggestions?

Thanks

Ruslan,

This look great! Thanks. How would I also set the default status to be
"resolved".

Thanks Again!
James Harrison RHCE, CCNA

James Harrison wrote:

James Harrison wrote:

RT List,

We are just beginning to implement a helpdesk at our company. We are
evaluating several tools, but RT seems to be leading the pack at the
moment.

I’m a newbie to RT so maybe there is an easy way to do this with scrips,
but I’m just now getting into the guts of RT and would like to leverage
the list’s experience.

We have a helpdesk admin that comes from a shop that had a helpdesk app
that had the concept of a “Quick Ticket”. Basically we want to create
tickets to track redundant simple issues like password resets. I’ve
created a queue with a custom field for type, ie “Password Reset”. We’d
like for a new ticket in this queue to be have an owner automatically
selected and be “resolved” as it is opened. This way our helpdesk
person simply has to create a new ticket in the queue, select the
appropriate type from the custom field and click submit. The issue is
recorded and resolved in one step.

As I’ve understand you want to assign default owner for all new tickets
in your queue.

You could do it with script:
condition: OnCreate
action: user defined
action prep:


return 1;


action commit:


my $u = RT::User->new($RT::SystemUser);
my $email = ‘foo@bar.com’;
$u->LoadByEmail($email);
die “No user with email ‘$email’!” unless $u->id;
my ($status, $msg) = $self->TicketObj->SetOwner($u->id);
die $msg unless ($status);
($status, $msg) = $self->TicketObj->Resolve();
die $msg unless ($status);

return 1;


Any suggestions?

Thanks

Ruslan,

This look great!
Have you tested it?
Thanks. How would I also set the default status to be
"resolved".
You want autoresolve tickets in queue on create? If so look above.

James Harrison wrote:

James Harrison wrote:

RT List,

We are just beginning to implement a helpdesk at our company. We are
evaluating several tools, but RT seems to be leading the pack at the
moment.

I’m a newbie to RT so maybe there is an easy way to do this with scrips,
but I’m just now getting into the guts of RT and would like to leverage
the list’s experience.

We have a helpdesk admin that comes from a shop that had a helpdesk app
that had the concept of a “Quick Ticket”. Basically we want to create
tickets to track redundant simple issues like password resets. I’ve
created a queue with a custom field for type, ie “Password Reset”. We’d
like for a new ticket in this queue to be have an owner automatically
selected and be “resolved” as it is opened. This way our helpdesk
person simply has to create a new ticket in the queue, select the
appropriate type from the custom field and click submit. The issue is
recorded and resolved in one step.

As I’ve understand you want to assign default owner for all new tickets
in your queue.

You could do it with script:
condition: OnCreate
action: user defined
action prep:


return 1;


action commit:


my $u = RT::User->new($RT::SystemUser);
my $email = ‘foo@bar.com’;
$u->LoadByEmail($email);
die “No user with email ‘$email’!” unless $u->id;
my ($status, $msg) = $self->TicketObj->SetOwner($u->id);
die $msg unless ($status);
($status, $msg) = $self->TicketObj->Resolve();
die $msg unless ($status);

return 1;


Any suggestions?

Thanks

Ruslan,

This look great!
Have you tested it?
Thanks. How would I also set the default status to be
"resolved".
You want autoresolve tickets in queue on create? If so look above.

Thanks Again!

Ruslan,

Thanks so much! I tested it and it works.

Now using your examples I hope to create some other “custom” scrips.
Are there any good resources available on writing these? Are there any
free/available scrips others have written?

Thanks.
James Harrison RHCE, CCNA
Senior WAN Engineer, American Color Graphics
PH: 615-377-7426
FX: 615-377-0325
AIM: harrijh1

James Harrison wrote:

Ruslan,

Thanks so much! I tested it and it works.
Good I’ve never test it myself :slight_smile:

Now using your examples I hope to create some other “custom” scrips.
Are there any good resources available on writing these?
It’s pure OO Perl. Better doc is RT sourcecode and its POD docs.
Are there any
free/available scrips others have written?
‘Useful contributions’ mail on this list from me have another two examples.