Neil,
Why do you need separate "watchers" for each ticket? Each Requestor of
a ticket will have their own E_mail address anyway and whatever
privileges you want this "watcher" to have you can grant via the
"Requestor" role either globally or per queue. If the privileges are to
be the same, regardless of who sent a ticket, then grant the privileges
to the "Requestor" role globally. What is the real purpose behind the
separate watcher concept?
Kenn
LBNL
Neil Hymans - Technically Speaking wrote:
Hi all
I have a requirement to add specific watchers to a ticket based on who sent
it.
My first attempt involved creating a queue for each customer, with each
queue having the appropriate watchers set up. A scrip changes the queue of
an incoming ticket based on the email address or domain. This works fine,
but it has resulted in about 25 queues so far and this number will grow as
sales increase.
Instead, I was thinking that I could skip the whole queue changing thing - I
think it would be fine if a scrip looked at the email address / domain and
added a username as a watcher.
Unfortunately, I speak very little Perl and am pretty new to all of this. If
anyone cares to help, I'd be *very* grateful if you could illustrate your
response with about 3 cases so it's obvious to me how to modify it so suit
our requirements - and perhaps also show how to check both a complete email
address and a domain.
Thanks in advance for any help you can offer.
Best regards
Neil
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
