Hi,
I am trying to modify one of the contributed scrip's on here which relates to
"taking a ticket" and having it automatically go to a certain queue.
We have one queue that all requests go to (i.e. customer facing) and the admins
have their own queues of responsibility. I didn't want to screw with custom
fields, and because we don't use the information in the customer info page (i.e
address etc..) I figured just for the admin's, I would put the queue name in
the organization field.
So, here is the scrip, which I have tried for hours to get to work (so there
may be some extraneous things here) - Basically, the problem as I see it, is
that I can't get the syntax or something correct to get the value in the
organization field, as when I set:
$newqueue = "queue1" - the code DOES change the queue, but I can't get it to
grab the value in the organization field.
The scrip is
Condition: On Owner Change,
Action: User Defined,
Template: Global template: blank,
Stage is TransactionCreate
Script in Custom condition: blank
Scrip in Custom action preparation code:
return 1
Scrip in action cleanup code:
my $User = new RT::User($RT::SystemUser);
$User->Load( $User->Organization);
my $newqueue = $User->Organization;
$newqueue = ($User->Organization);
$RT::Logger->info("Ticket took by an admin : new ticket in admin queue");
my ($status, $msg) = $self->TicketObj->SetQueue($newqueue);
$self->TicketObj->SetQueue($newqueue);
$RT::Logger->info("Set queue to ($newqueue)");
return 1;
Output in /var/log/messages:
Aug 22 21:25:38 rt RT: Ticket took by an admin : new ticket in admin queue ((eva
l 2459):6)
Aug 22 21:25:38 rt RT: Set queue to () ((eval 2459):9)
Thanks for any help.
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