On Tue, 2010-02-23 at 14:16 +0100, polloxx wrote: > Thanks for all your suggestions. > How can I do this using Scrips, so without the need to go to /etc/aliases?
I am also interested in trying to setup the same thing with a Scrip in RT. We currently have a script that runs via procmail, which looks for certain keywords and automatically re-route tickets to the appropriate queue before ticket creation. We use this for automatic ticket exchanges with a sister support center that is using FootPrints, but we are in the process of testing an improved system that won't use email exchanges. Instead it uses a SOAP interface on the FP side and REST on RT. Because there will be no more email to intercept before RT and I would like to do the queue routing on the receiving side (RT), I would like to have a Scrip in RT that can change the Queue for a ticket before it is created. Is this even possible in RT with an "On Create" condition and custom action preparation or cleanup code? I am not sure how, or if it is even possible to intercept and change the parameters of a ticket creation transaction before it is created. I tried a Scrip similar to the one that started this thread, which did work for me, but it effectively created the ticket in the original queue, then moved it to the new queue, with only the queue change email going to the watchers of the new queue and the original ticket request going to the watchers of the original queue. Is what I am trying to do even possible with a Scrip in RT? ~Jason -- /------------------------------------------------------------------\ | Jason A. Smith Email: [email protected] | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/
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