On Wed, Mar 3, 2010 at 2:53 AM, Jason A. Smith <[email protected]> wrote: > On Wed, 2010-03-03 at 02:16 +0300, Ruslan Zakirov wrote: >> Jason, scrips can not change what already happened. > > That's what I thought, by the time the scrip is run, it is already too > late.
I suspect you do some extraction from content and then auto classification of tickets. I don't get why it's too late. >> You can use callback in Create.html, but ticket creation is hardly >> tied to a queue because of custom fields. > > Interesting, sounds like it may be close to what I want, but it only has > an effect on the RT web interface. I would like to change the queue, > based on certain info in the message, and do this for any method of > ticket creation (email, web, rest). > > I guess I would need to modify RT/Ticket_Overlay.pm, examine the > contents of MIMEObj and change the Queue parameter before SUPER::Create > is called. It's possible, but is more complicated. Can you describe why moving ticket between queues doesn't work for you? > Thanks, > ~Jason -- Best regards, Ruslan. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [email protected] 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 & 23 Dublin, Ireland - Mar 15 & 16 Boston, MA, USA - April 5 & 6 Washington DC, USA - Oct 25 & 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
