On 4 Sep 2008, at 4:05 pm, Joshua N Pritikin wrote: > Suppose there is a new unassigned ticket. Suppose I reply to the > ticket > via email. Is there some way for my RT account to automatically take > the > ticket? If so, how?
We have this set up. You need to add a Scrip to do it. We have a Global scrip called AutoTakeOnCorrespond, which has the following custom action. You'll notice there are some parts of it (particularly the line about the syshelp queue) which are specific to our site, so you will want to change parts of it. my $correspondent = $self->TransactionObj->Creator; # don't auto-take for "root" return 1 if $correspondent == $RT::SystemUser->id; # only auto-take if owned by Nobody return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; # don't auto-take tickets in "syshelp" return 1 if $self->TicketObj->QueueObj->Name eq 'syshelp'; # don't auto-take if correspondent is requestor # see http://wiki.bestpractical.com/index.cgi?OnCreateSetDeptHeadCc my $rgobj = $self->TicketObj->Requestors; my $rmobj = $rgobj->UserMembersObj; my $uobj; while ($uobj = $rmobj->Next) { if ($uobj->PrincipalObj->Id == $correspondent) { $RT::Logger->info("Not auto-assigning ticket #" . $self- >TicketObj->id . " to its requestor"); return 1; } } $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user #". $correspondent ); my ($status, $msg) = $self->TicketObj->SetOwner( $correspondent ); unless( $status ) { $RT::Logger->error( "Impossible to assign ticket to $correspondent: $msg" ); return undef; } return 1; -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. _______________________________________________ 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
