Re: [rt-users] Moving a ticket based on the subject line

Rodney Rindels Wed, 26 Apr 2006 21:30:07 -0700

Two ways I know of to accomplish this, most easy would be to create seperate emails for each one, and have your email handler do it for you, but if you must do it after the fact an on transaction scrip could pull this off for you.

something like this perhaps in your on "action cleanup"

    my $ticketObj = $self->TicketObj;

    #Map where item to find in subject,Queue to assign to.
    my %queuemap = ('PC','PCQueue',
                    'SOFTWARE','SoftwareQueue',
                    'EMAIL','EmailQueue');


    foreach my $search(sort keys %queuemap)
    {
         if ($ticketObj->subject =~/\Q$search\E/)
         {
            my ($status, $msg) = $ticketObj->SetQueue($queuemap{$search});
            unless ($status) {
                $RT::Logger->warning("unable to set new queue: $msg");
                return undef;
            }
            last;
         };
    };

    return 1;

of course this will map the first occurrance , so a subject saying "PC SOFTWARE" would get placed in the PC queue.

Hope this helps (I'm sure somebody will have a more elegant solution)...

Rodney

On 4/26/06, Prasad Deshpande < [EMAIL PROTECTED]> wrote:

Hi,

I am using RT 3.2.3, I have set one email-id for the helpdesk. Now based on the subject I want to transfer the tickets to different queues.

For example, I have assigned [EMAIL PROTECTED] email-id to queue called general. Now based on the subject like 'PC', 'Software', 'Email' I want to move the tickets to PCQueue, SoftwareQueue, EmailQueue respectively.

Is anybody had implement this? Any help will be greatly appreciated.

Thanks.

Prasad Deshpande

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Re: [rt-users] Moving a ticket based on the subject line

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