Hi again,
Let me explain better:
I'm trying to manage ticket properties without entering in the RT web
interface. This is the situation:
1.- Requestor A sends an email to the queue
2.- Watcher B receives the email as a CC user of the queue
3.- Watcher C receives the email as a AdminCC user of the queue
4.-.Watcher B answers the email. Nothing special happens
5.- Watcher C answers the email, Here is when I want the system to
change the owner to C
So I think I need to check if the one who is answering the message is
AdminCC
Some thin like
$self->TransactionObj->CorrespondingActor->Id;
?
thanks again
Gene LeDuc wrote:
I could have it wrong, but it is working for me. Here's how I
understand it:
When the e-mail comes in, $self->TransactionObj->CreatorObj->Id is the
user id of the e-mail sender (because the sender's e-mail "created"
the transaction).
my $CreatorId = $self->TransactionObj->CreatorObj->Id;
$val = $self->TicketObj->QueueObj->IsAdminCc($CreatorId) should return
true if the transaction creator (the e-mail sender) is a member of
AdminCc for that queue.
So, to set the owner of the ticket to the e-mail sender only if the
sender is in AdminCc:
$self->TicketObj->SetOwner($CreatorId) if $val;
At 03:35 PM 4/26/2007, you wrote:
Thank you!
But, as I understand, this makes the requestor=creator to be the
owner, do
it?
I´d like the first watcher who answers the email to be the owner...
thanks for answering!!!
> Try
>
> -----------------------
> my $Ticket = $self->TicketObj;
> my $Transaction = $self->TransactionObj;
> my $CreatorId = $Transaction->CreatorObj->Id;
> my $Queue = $Ticket->QueueObj;
> my $val = $Transaction->Type eq 'Correspond' &&
> $Queue->IsAdminCc($CreatorId);
> $Ticket->SetOwner($CreatorId) if $val;
> return 1;
> ----------------------
>
> At 02:17 PM 4/26/2007, Ramon Loureiro wrote:
>>Hi,
>>I`d like to solve this situation:
>>
>>A Requestor send an email to one queue.
>>Two watchers receive the corresponding email.
>>
>>When one of the watchers answers the email I'd like him to be the
owner
>> of
>>the ticket if he is an AdminCC
>>
>>what is the AdminCC id?
>>$self->TicketObj->QueueObj->AdminCc->id ?????
>>
>>-------------------------------------------------------------
>>my $Value = $self->TicketObj->QueueObj->AdminCc->id ;
>>$self->TicketObj->_Set(Field => 'Owner', Value => $Value);
>>return 1;
>>-------------------------------------------------------------
>>
>>thank you!
>>
>>
>>
>>
>>
>>
>>
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>>
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>>
>>
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>
>
> --
> Gene LeDuc, GSEC
> Security Analyst
> San Diego State University
>
>
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