testwreq wreq wrote: > Hello, I am new to the RT system. Can some one please tell me how should > I default an owner to a queue? > > All the tickets were coming to the general queue when users submitted > tickets using email to r...@domain.com <mailto:r...@domain.com>. I created > an email alias rt-...@domain.com <mailto:rt-...@domain.com> with -queue > as web. Now all the emailed tickets get generated in the web queue. I > would like to know how I can default an owner to this queue? > > I wrote a simple scrip that assigns an owner to the web queue. But the > problem is that RT generates a correspondence when the ticket is created > with NOBODY as owner, and then it generates a second correspondence that > it has assigned the ticket. I want to avoid the second communication. > For this reason, I am wondering if there is a way that I can default an > owner to a queue?
This should work for you: 1. In your web queue, create a copy of the global notify template that the on-create scrip is using. Give it the same name as the global template. 2. Edit the new template and put a line of perl at the beginning that assigns the appropriate owner to the ticket without creating an ownership change transaction. Look on the wiki for an example that uses Set(Field=>'Owner',Value=>$owner,RecordTransaction=>0). Why this should work: Step 1 tells RT to use the web queue template instead of the global template (because they have the same name). Step 2 sets the ownerdhip of the ticket without creating a new transaction and sends out your notification. Using the RecordTransaction=>0 option of the Set() call instead of the SetOwner() call prevents the ownership-change scrip from firing and sending a second notification. Have fun with RT! Regards, Gene _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com