I guess Neil was referring to client managers/sales managers /customer
relations agents etc ..
Neil;
I don't think its a simple task particularly you said you speak very
little Perl ..
If you can; what I would do is: option 1 (the clean way)
- Create a table that map your customer mail address to an agent (the
watcher you need to add --this can be user name or mailaddress)
- Create the appropriate classes for this table (I often use
sbin/factory from the rt source code)
- Create a function in the above classes to pull the agent for a given
customer email
- Create a scrip with Condition On Create and action to query the
function you created above and add the value as a watcher
Option 2 (not so clean):
- Assuming your customer email is already an RT user, use one of the
fields that are n't used in the Users table to populate the email
address/name of teh watcher
- Create a scrip with Condition On Create and action to identify the
requester, pull the value of the field mentioned above and add it as a
watcher
Best of luck;
Roy
Kenneth Crocker wrote:
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
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