Set automatically the owner of a new ticket

RT Users
1

Hello,

Systeminfo: RT 3.0.9

I have following problem:
Another management system will send mails with an additional owner
information in the header to rt especially for one owner.

How could I create a script, which set the owner depending on the
additional header information?

thx for your help.
Steve

2

This script should work. Change MyHeader and fred to the
appropriate values.

Description: Set Owner
Condition: OnCreate
Action: User Defined
Custom action preparation code:
1;
Custom action cleanup code:
if ($self->TransactionObj->$Transaction->Attachments->First->GetHeader(‘MyHeader’) eq ‘fred’) {
$self->TicketObj->SetOwner(‘fred’);
}
else {
return 1;
}

Stage: TransactionCreate
Template: Global template AutoreplyOn Sun, Mar 14, 2004 at 07:39:49PM +0100, Stefan Kornhuber wrote:

Hello,

Systeminfo: RT 3.0.9

I have following problem:
Another management system will send mails with an additional owner
information in the header to rt especially for one owner.

How could I create a script, which set the owner depending on the
additional header information?

thx for your help.
Steve

rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

3

Hello Todd,

this command seems to be a few buggy (syslog file)
$self->TransactionObj->$Transaction->Attachments->First->GetHeader(‘MyHeader’)

BTW. Is somewhere a description about such commands on the rt page?

thanks for your help
Steve

Todd Chapman wrote:

4

Typo. Corrected:

$self->TransactionObj->Transaction->Attachments->First->GetHeader(‘MyHeader’)

Don’t forget to replace ‘MyHeader’ with the name of your header.

For documentation, read the code using perldoc -F.

-ToddOn Mon, Mar 15, 2004 at 09:01:35AM +0100, Stefan Kornhuber wrote:

Hello Todd,

this command seems to be a few buggy (syslog file)
$self->TransactionObj->$Transaction->Attachments->First->GetHeader(‘MyHeader’)

BTW. Is somewhere a description about such commands on the rt page?

thanks for your help
Steve

Todd Chapman wrote:

This script should work. Change MyHeader and fred to the
appropriate values.

Description: Set Owner
Condition: OnCreate
Action: User Defined
Custom action preparation code:
1;
Custom action cleanup code:
if
($self->TransactionObj->$Transaction->Attachments->First->GetHeader(‘MyHeader’) eq ‘fred’) {
$self->TicketObj->SetOwner(‘fred’);
}
else {
return 1;
}

Stage: TransactionCreate
Template: Global template Autoreply

On Sun, Mar 14, 2004 at 07:39:49PM +0100, Stefan Kornhuber wrote:

Hello,

Systeminfo: RT 3.0.9

I have following problem:
Another management system will send mails with an additional owner
information in the header to rt especially for one owner.

How could I create a script, which set the owner depending on the
additional header information?

thx for your help.
Steve

rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

5

Steven corrected me. It should be:

$self->TransactionObj->Attachments->First->GetHeader(‘MyHeader’)

-ToddOn Mon, Mar 15, 2004 at 08:31:23AM -0500, Todd Chapman wrote:

Typo. Corrected:

$self->TransactionObj->Transaction->Attachments->First->GetHeader(‘MyHeader’)

Don’t forget to replace ‘MyHeader’ with the name of your header.

For documentation, read the code using perldoc -F.

-Todd

On Mon, Mar 15, 2004 at 09:01:35AM +0100, Stefan Kornhuber wrote:

Hello Todd,

this command seems to be a few buggy (syslog file)
$self->TransactionObj->$Transaction->Attachments->First->GetHeader(‘MyHeader’)

BTW. Is somewhere a description about such commands on the rt page?

thanks for your help
Steve

Todd Chapman wrote:

This script should work. Change MyHeader and fred to the
appropriate values.

Description: Set Owner
Condition: OnCreate
Action: User Defined
Custom action preparation code:
1;
Custom action cleanup code:
if
($self->TransactionObj->$Transaction->Attachments->First->GetHeader(‘MyHeader’) eq ‘fred’) {
$self->TicketObj->SetOwner(‘fred’);
}
else {
return 1;
}

Stage: TransactionCreate
Template: Global template Autoreply

On Sun, Mar 14, 2004 at 07:39:49PM +0100, Stefan Kornhuber wrote:

Hello,

Systeminfo: RT 3.0.9

I have following problem:
Another management system will send mails with an additional owner
information in the header to rt especially for one owner.

How could I create a script, which set the owner depending on the
additional header information?

thx for your help.
Steve

rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm