Using RT 3.8.7. I have two departments, IT and Maintenance, each with their own
matching subqueues based on the building the calling ticket is from (ex.
IT-BuildingA, Maint-BuildingA, IT-BuildingB, Maint-BuildingB, etc). Rather than
list 20 queues for the user to choose from for creating a ticket, I want to
give just two: IT and Maint. I have the Buildings listed in a required custom
field {CustomField.building}.
When a ticket is created in either of the two main queues, I want it to be
immediately moved to the appropriate department-building queue based on the
initial queue and custom field.
I am assuming that I need to write a scrip that will do this using the
condition of On Create, but I do not know the best way to go about this. I am
familiar with C++ and PHP and this is my first foray into Perl, so please
excuse my C-centric thinking and kindly direct me. Do I create a long if-elseif
structure that lists all queues and subqueues? Does anyone have a sample scrip
that does something similar that you would be willing to share?
I have read the RT Essentials book.
Thank you,
Eric
***** DISCLAIMER ***** This email and any files transmitted with it are
confidential and intended solely for the use of the individual or entity to
whom they are addressed. If you have received this email in error please notify
the sender immediately and delete this e-mail from your system. Please note
that any views or opinions presented in this email are solely those of the
author and do not necessarily represent those of USD 230. No employee or agent
is authorized to conclude any binding agreement on behalf of USD 230 with
another party by email without express written confirmation by the USD 230
Superintendent of Schools. No representation is made that this email or any
attachments are free of viruses. Virus scanning is recommended and is the
responsibility of the recipient.
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
