"Take" action to move queue

RT Users
1

Hi All,

I have set up 3 queues in RT: Inbox, Spam, Investigation.
All tickets are open against Inbox queue, than onDuty engineer needs to
inspect the ticket and decide if it is a spam or a real ticket.
If it is a spam, the ticket will be moved to the Spam queue and if it is
real it will be moved to Investigation queue.

I am looking for a way to shorten the steps of moving a ticket to different
queue by modifying the “Take” action to also move the queue and add another
action “Spam” to move the tickets to the Spam queue and close the ticket.

I searched the Wiki and the rt-users forum and could not find a way to do
it, if anyone had implemented this I will be thankful to get some advices.

Cheers,

2

Hi again,

I’ll try to be clearer, how can I change the “Take” action for un-owned
ticket so it will also move the ticket to “Investigation” queue?On Sun, Nov 2, 2008 at 4:49 PM, Monti gmail monti.mail@gmail.com wrote:

Hi All,

I have set up 3 queues in RT: Inbox, Spam, Investigation.
All tickets are open against Inbox queue, than onDuty engineer needs to
inspect the ticket and decide if it is a spam or a real ticket.
If it is a spam, the ticket will be moved to the Spam queue and if it is
real it will be moved to Investigation queue.

I am looking for a way to shorten the steps of moving a ticket to different
queue by modifying the “Take” action to also move the queue and add another
action “Spam” to move the tickets to the Spam queue and close the ticket.

I searched the Wiki and the rt-users forum and could not find a way to do
it, if anyone had implemented this I will be thankful to get some advices.

Cheers,

3

Monti,

I would have a user-defined condition to check if the transaction is a

“Take” and the previous owner was nobody and any other condition and
then in the user-defined “Clean-up” code I would set the Queue to
whatever. Hope this helps.

Kenn
LBNLOn 11/4/2008 8:20 AM, Monti gmail wrote:

Hi again,

I’ll try to be clearer, how can I change the “Take” action for un-owned
ticket so it will also move the ticket to “Investigation” queue?

On Sun, Nov 2, 2008 at 4:49 PM, Monti gmail <monti.mail@gmail.com mailto:monti.mail@gmail.com> wrote:

Hi All,

I have set up 3 queues in RT: Inbox, Spam, Investigation.
All tickets are open against Inbox queue, than onDuty engineer needs
to inspect the ticket and decide if it is a spam or a real ticket.
If it is a spam, the ticket will be moved to the Spam queue and if
it is real it will be moved to Investigation queue.

I am looking for a way to shorten the steps of moving a ticket to
different queue by modifying the "Take" action to also move the
queue and add another action "Spam" to move the tickets to the Spam
queue and close the ticket.

I searched the Wiki and the rt-users forum and could not find a way
to do it, if anyone had implemented this I will be thankful to get
some advices.

Cheers,

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