Round Robin Scheme

Hi

Is there a Round Robin Scheme of assigning Tickets to the users who
are using Request Tracker

Thanks and Regards

Kaushal

Kaushal,

Round robin? Are you asking if someone has written a scrip that 

automatically assigns a ticket to the next person in line that has
ownership rights to a queue? We either have our queue manage (AdminCc)
assign them or let those who have the time just take them if they can
work on them. I’ve never heard of a scrip that arbitrarily assigns them.
Have you tried the wiki?

Kenn
LBNLOn 2/19/2008 9:10 PM, Kaushal Shriyan wrote:

Hi

Is there a Round Robin Scheme of assigning Tickets to the users who
are using Request Tracker

Thanks and Regards

Kaushal


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Start here and modify to your own needs.
http://www.gossamer-threads.com/lists/rt/users/39136

Kenneth Crocker wrote:

Start here and modify to your own needs.
http://www.gossamer-threads.com/lists/rt/users/39136

Kenneth Crocker wrote:

Kaushal,

  Round robin? Are you asking if someone has written a scrip that

automatically assigns a ticket to the next person in line that has
ownership rights to a queue? We either have our queue manage (AdminCc)
assign them or let those who have the time just take them if they can
work on them. I’ve never heard of a scrip that arbitrarily assigns them.
Have you tried the wiki?

Kenn
LBNL

Hi

Is there a Round Robin Scheme of assigning Tickets to the users who
are using Request Tracker

Thanks and Regards

Kaushal


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Thanks Drew :slight_smile:

Thanks and Regards

Kaushal

Start here and modify to your own needs.
http://www.gossamer-threads.com/lists/rt/users/39136

Kenneth Crocker wrote:

Kaushal,

  Round robin? Are you asking if someone has written a scrip that

automatically assigns a ticket to the next person in line that has
ownership rights to a queue? We either have our queue manage (AdminCc)
assign them or let those who have the time just take them if they can
work on them. I’ve never heard of a scrip that arbitrarily assigns them.
Have you tried the wiki?

Kenn
LBNL

Hi

Is there a Round Robin Scheme of assigning Tickets to the users who
are using Request Tracker

Thanks and Regards

Kaushal


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Thanks Drew :slight_smile:

Thanks and Regards

Kaushal

Hi Drew Barnes,

I have modified the script for assigning tickets to the users through
round robin scheme. How can i upload this script in RT

Thanks and Regards

Kaushal

You will need to set up a new scrip in the web UI using a user defined
action.
Condition: On create
Action: user defined
Template: Global template: Blank
Stage: TransactionCreate

I’ve looked into implementing this, but I haven’t moved on it. When you
get it working, perhaps you could add it to the wiki.

Kaushal Shriyan wrote:> On Thu, Feb 21, 2008 at 9:21 AM, Kaushal Shriyan kaushalshriyan@gmail.com wrote:

On Thu, Feb 21, 2008 at 12:36 AM, Drew Barnes barnesaw@ucrwcu.rwc.uc.edu wrote:

Start here and modify to your own needs.
http://www.gossamer-threads.com/lists/rt/users/39136

Kenneth Crocker wrote:

Kaushal,

  Round robin? Are you asking if someone has written a scrip that

automatically assigns a ticket to the next person in line that has
ownership rights to a queue? We either have our queue manage (AdminCc)
assign them or let those who have the time just take them if they can
work on them. I’ve never heard of a scrip that arbitrarily assigns them.
Have you tried the wiki?

Kenn
LBNL

On 2/19/2008 9:10 PM, Kaushal Shriyan wrote:

Hi

Is there a Round Robin Scheme of assigning Tickets to the users who
are using Request Tracker

Thanks and Regards

Kaushal


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Thanks Drew :slight_smile:

Thanks and Regards

Kaushal

Hi Drew Barnes,

I have modified the script for assigning tickets to the users through
round robin scheme. How can i upload this script in RT

Thanks and Regards

Kaushal

Found some other stuff around here and got this particular scrip to compile:

my @owners = qw( 11279 32533 30745 7609 22201 4977 33467 17869 22203 162 );
 # need to grab id from Users table
push(@owners, @owners);
my $tickets = RT::Tickets->new($RT::SystemUser);
$tickets->LimitQueue(VALUE => 'General'); # my queue, yours may differ
$tickets->LimitId(VALUE => $self->TicketObj->Id, OPERATOR => '!=');
$tickets->OrderBy( FIELD => 'id', ORDER => 'DESC' );
my $last_ticket = $tickets->First;
my $last_owner = $last_ticket->Owner;
my $i = 0;
my $isSet = 0;
my $new_owner;
foreach $id (@owner) { 
if ($id == $last_owner) { 
$new_owner = $id; 
$self->TicketObj->SetOwner($new_owner);
$isSet = 1;
}
}
if (!($isSet)) {
my $randOwner = int(rand($22));
$randOwner = $owners[$randOwner];
$self->TicketObj->SetOwner($randOwner);
}

However, I get the following error in my logs; I understand little to nothing about PERL.
I’m running Perl 5 version 14

Scrip 17 Prepare failed: Global symbol "$i" requires explicit package name at (eval 789) line 1.#012Global symbol "@owners" requires explicit package name at (eval 789) line 1.#012Global symbol "@owners" requires explicit package name at (eval 789) line 2.#012Global symbol "$i" requires explicit package name at (eval 789) line 2.#012Global symbol "$last_owner" requires explicit package name at (eval 789) line 2.#012Global symbol "$id" requires explicit package name at (eval 789) line 14.#012Global symbol "@owner" requires explicit package name at (eval 789) line 14.#012Global symbol "$id" requires explicit package name at (eval 789) line 15.#012Global symbol "$id" requires explicit package name at (eval 789) line 16.