Scrip to assign tickets upon creation

RT Users
1

Hi all,

I've been using RT for some time now (since rt2) and am on my first

scrip. I just landed on the list after browsing the archives.

I would like to assign incoming tickets to users belonging to a given

group in a round-robin fashion (future nicer versions will hopefully
feature other distribution criteria). Before I start, has anyone done
this already? I have searched about and didn’t find it. I’ll contrib
whatever I write if it is not the case.

Another issue I'm seeing is that documentation for the available

objects is a bit on the brief side. Maybe I missed something, but it
seems that the RT code itself and the list archives are the best sources
of information when writing scripts. Am I wrong here?

Thanks,

Alfredo Sola
ASP5-RIPE

2

Hi Alfredo,

Alfredo Sola wrote:

I would like to assign incoming tickets to users belonging to a

given group in a round-robin fashion (future nicer versions will
hopefully feature other distribution criteria). Before I start, has
anyone done this already? I have searched about and didn’t find it.
I’ll contrib whatever I write if it is not the case.

We do a slightly simpler but similar thing here. We have generic users
(such as “desktop” and “dba”) whose email address is a mailing list of
everyone in that group. When they get a ticket whoever feels like
working on the ticket then “steals” it from the generic user. It lets
them regulate their workload themselves.

Carl.

3

Hi Carl,

I would like to assign incoming tickets to users belonging to a

given group in a round-robin fashion (future nicer versions will
hopefully feature other distribution criteria). Before I start, has
anyone done this already? I have searched about and didn’t find it.
I’ll contrib whatever I write if it is not the case.

We do a slightly simpler but similar thing here. We have generic users
(such as “desktop” and “dba”) whose email address is a mailing list of
everyone in that group. When they get a ticket whoever feels like
working on the ticket then “steals” it from the generic user. It lets
them regulate their workload themselves.

How is what you are doing different from sending notifies on ticket

creation? Looks to me like you can save the mailing list part.

Anyway, I'm stuck with lack of developer documentation. Specifically,

I’m now in need of an object/function that returns the members of a
group, because I’d like to avoid querying the database directly. Any
pointers much appreciated.

Alfredo Sola
ASP5-RIPE