RT3.4: Auto assigning a ticket to a user

RT Users
1

Here is my problem : for some mails only ( distributed to an adress like
rt-bug@xxxxx ) i just want to automatically :

  1. open a ticket and put it in a dedicated queue ( Bug tracking ) : done
    through my /etc/aliases

rt-bug: "|/etc/smrsh/rt-mailgate --queue Bug-Tracking --action
correspond --url xxxxxxx"
rt-bug-comment: “|/etc/smrsh/rt-mailgate --queue Bug-Tracking --action
comment --url xxxxxxx”

… works fine.

  1. give the status ’ open’ to this ticket … done through a scrip …
    works fine.

  2. Assign this ticket to a user ( always the same for this queue ). I
    guess that it can be done through a scrip, but i don’t find it.

Any help will be appreciated.

Best regards to the community.

Max.

2

Here is my problem : for some mails only ( distributed to an adress
like
rt-bug@xxxxx ) i just want to automatically :

[snip]

  1. Assign this ticket to a user ( always the same for this queue ). I

guess that it can be done through a scrip, but i don’t find it.

Here’s an example out of our system…

Description: On ticket creation, set ticket owner…
Condition: On Create
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
Custom condition: (blank)
Custom action preparation code:
return 1;

Custom action cleanup code:
$self->TicketObj->SetOwner(‘MarkRoedel’);
return 1;

Mark Roedel
Web Programmer / Analyst
LeTourneau University

3

Here’s an example out of our system…

Description: On ticket creation, set ticket owner…
Condition: On Create
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
Custom condition: (blank)
Custom action preparation code:
return 1;

Custom action cleanup code:
$self->TicketObj->SetOwner(‘MarkRoedel’);
return 1;

–
Mark Roedel
Web Programmer / Analyst
LeTourneau University

works fine now.
Thanks a lot for your help.

Max.

4

The ticket count in the Query Builder result page shows the number of
tickets from all queues, even those the user has no rights for.
For example, when searching for ‘new’ tickets as a normal user I get 15
tickets but the count says ‘Found 44 tickets’. When logging in as root,
I see all 44 of them.

Is something wrong with my setup or is this a bug?

Peter

5

The ticket count in the Query Builder result page shows the number of
tickets from all queues, even those the user has no rights for.
For example, when searching for ‘new’ tickets as a normal user I get 15
tickets but the count says ‘Found 44 tickets’. When logging in as root,
I see all 44 of them.

The only way to get an accurate count in that # is to do the full
search, look at each ticket and make an acl decision. Which quickly gets
very, very slow.