Hi Neil;
for 2 create in each queue a custom scrip with condition on queue change and
action
$self->TicketObj->SetOwner('rt user account for account manager')
For 1, I would go the mail alias route, I understand you want one customer
support email , however for your requirement you'll be better of if each
customer have their support mail alias, such as your customer example should
email their support requests to [EMAIL PROTECTED], customer
example2 will mail [EMAIL PROTECTED] etc and each if these
email aliases will point to the customer queue ie
[EMAIL PROTECTED] will point to the Example queue, ie you'll
have in your mail/alias something like:
example: rt-Example+Correspondnce
Regards;
Roy
----- Original Message -----
From: "Neil Hymans - Technically Speaking" <[EMAIL PROTECTED]>
To: <[email protected]>
Sent: Friday, September 08, 2006 6:49 AM
Subject: [rt-users] Change queue and owner based on requestor's email
address
Hi all
I'm an absolute RT neophyte, so my apologies in advance. I've trawled
through previous listings for solutions to similar requirements, but
because
I don't speak its programming dialect, I've not been able to successfully
adapt things that I've found in the archives.
So here's there the requirement:
We want to maintain just one customer service email address which goes
straight to RT, but would like each ticket to:
1) be assigned to the relevant major customer queue, based on the domain
of
the requestor's email address. For example, any email originating from
"[EMAIL PROTECTED]" would go to the queue named "Example".
There will also be situations in which we will need to match to an entire
email address rather than a domain, so an illustration of this variation
would also be helpful.
2) be assigned to the customer's account manager as owner.
But remembering my newbie status, I'd be grateful for any suggestions
regarding the most efficient way to implement this for maybe 25 cases.
Should I create a scrip for each different case, or build all of them into
one scrip?
I hope all this makes sense and will be very grateful for any assistance
you
good folk can offer.
Thanks & regards
Neil (Perth, Western Australia)
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