Re-queueing based on sending domain

RT Users
1

Hi all. Just wondering if any of you have developed a canned Scrip that
does this:

  • OnCreate, checks the domain name of the sender to pattern match
    against queue names
  • Moves the ticket to the appropriate Queue, based on match, else stays
    in general queue

I realize the pattern match part is the hardest part and I have
purposely left it ambiguous.

Has anyone else sought this kind of behavior?

How do others of you handle ticketing based on company account? I have
also seen that I can create a custom field and call it “Company Name” or
something, and that each ticket could be manually assigned to the right
company name.

David Smithson

ActivSupport, Inc.
Your Flexible IT Partner
Microsoft Gold Partner – Small Business Specialist

Director of Technical Services
Direct: (415) 869 2991

2

Aha! Patrick, I hadn’t thought of that. That’s a good idea, although
it does add some complexity on the administrative side of things,
because we’d have to add a procmail rule each time we create a new
queue. Sounds like the best route though, since there would be no
mistake about which domainname belongs to which queue.

David Smithson

CLICK HERE FOR ONLINE SUPPORT-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of David
Smithson
Sent: Tuesday, June 13, 2006 5:59 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] re-queueing based on sending domain

Hi all. Just wondering if any of you have developed a canned Scrip that
does this:

  • OnCreate, checks the domain name of the sender to pattern match
    against queue names
  • Moves the ticket to the appropriate Queue, based on match, else stays
    in general queue

I realize the pattern match part is the hardest part and I have
purposely left it ambiguous.

Has anyone else sought this kind of behavior?

How do others of you handle ticketing based on company account? I have
also seen that I can create a custom field and call it “Company Name” or
something, and that each ticket could be manually assigned to the right
company name.

David Smithson

ActivSupport, Inc.
Your Flexible IT Partner
Microsoft Gold Partner – Small Business Specialist

Director of Technical Services
Direct: (415) 869 2991

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