Following up since I sent this just before a long weekend (at least here in the US). Is anyone able to offer any thoughts / point me in the right direction regarding this?
Thanks, Matt On Fri, Aug 31, 2012 at 1:13 PM, Matt Brennan <[email protected]> wrote: > I am creating a new queue for some slightly less technical users at my > company, and their manager has requested I set RT to have a user take > ownership of an unowned ticket when they correspond on it via email. I > have accomplished this, for the most part, by creating a scrip with > the following: > > my $Ticket = $self->TicketObj; > my $Transaction = $self->TransactionObj; > my $CreatorId = $Transaction->CreatorObj->Id; > $Ticket->SetOwner($CreatorId); > > The issue is, it shows up as "The RT System Itself - Given to user" > which then generates a notification to the user that the message was > given to them. I also considered change the last line such that: > > $Ticket->_Set(Field=>'Owner', Value=>$CreatorId, RecordTransaction=>0); > > But this obviously doesn't log the transaction, and I DO want to see > the ownership change in the ticket's history. > > My question - can I run the SetOwner (or perhaps the _Set) command AS > the $CreatorId for the transaction? My goal is for it to show up as > "user - Taken" which will not generate the notification. > > Thanks, > Matt
