Oh, you've found solution, I hope another reply will make things clearer and help you next day :)
On 8/23/07, Sean <[EMAIL PROTECTED]> wrote: > This did it. > > It was actually that we have a default incoming queue, and certain team > members > are say, unix, and others are network, so when someone in the network team > took > at ticket, it would move to the network queue (vs. having their own personal > queue) > so i am storing the value of the queue (unix, network, etc...) in the > "Organization" field, so > I took your snippet below: > > $self->TicketObj->SetQueue($self->TicketObj->OwnerObj->Name); > > and changed it to: > > $self->TicketObj->SetQueue($self->TicketObj->OwnerObj->Organization); > > Thanks a million!!!! > > -Sean > > ----- Original Message ---- > From: Gene LeDuc <[EMAIL PROTECTED]> > To: Sean <[EMAIL PROTECTED]>; [email protected] > Sent: Thursday, August 23, 2007 11:18:20 AM > Subject: Re: [rt-users] Scrip Help needed (grabbing Organization) > > > Hi Sean, > > Here's my understanding of what you're trying to do: > 1. Ticket comes in to default incoming queue. > 2. An admin sees it and changes the Owner to himself. > 3. The ticket moves into the admin's personal queue. > > If that is it, there's a pretty simple way to do this. Use your "On Owner > Change" scrip and replace the actions stuff with this. It should move the > ticket into a queue that has the same name as the ticket owner. > > $self->TicketObj->SetQueue($self->TicketObj->OwnerObj->Name); > > If your objective is something else, could you clarify that for me? > > Regards, > Gene > > At 06:28 PM 8/22/2007, Sean wrote: > >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. > >____________________________________________________________________________________ > >Pinpoint customers who are looking for what you sell. > >http://searchmarketing.yahoo.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 > > > -- > Gene LeDuc, GSEC > Security Analyst > San Diego State University > > > > ____________________________________________________________________________________ > Luggage? GPS? Comic books? > Check out fitting gifts for grads at Yahoo! Search > http://search.yahoo.com/search?fr=oni_on_mail&p=graduation+gifts&cs=bz > _______________________________________________ > 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 > -- Best regards, Ruslan. _______________________________________________ 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
