Re: [rt-users] Email Queue Routing

2011-01-20 Thread Raed El-Hames 
Pierre:

my $queues = new RT::Queues(RT::SystemUser);
is fine but you need to limit
Just add
$queues-UnLimit;

my $queues = new RT::Queues(RT::SystemUser);
$queues-UnLimit;
foreach my $queue ($queues-Next) {

}

By the way , a comment on your next bit, I am just curious why you build a hash 
, then you go through it looking for a match??
Why don't you do
foreach my $queue ($queues-Next) {
my $blah = $queue-FirstCustomFieldValue('MailDomain') ;
If ($self-TicketObj-RequestorAddresses =~ /^.*?${$blah}/) {
   $self-TicketObj-SetQueue($queue-id);
   return;
}
}

Roy

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Pierre Buhas
Sent: 20 January 2011 09:14
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Email Queue Routing

This is my loop on the queues which is not working..

my $queues = new RT::Queues(RT::SystemUser);
foreach my $queue ($queues-Next) {


there must be some mistake above. Is the creation of my variable $queues 
correct ?

I also tried the following:

my $queues = new RT::Queues(RT::SystemUser);
while ( my $queue = $queues-Next ) {

but it did not work better. So that's why I suspect this is the way I get the 
list of queues which is not the way it should be..

Any idea ?

Thanks

Pierre BUHAS
+353 1 217 8422

Duolog Technologies


On 19 January 2011 21:43, Kevin Falcone 
falc...@bestpractical.commailto:falc...@bestpractical.com wrote:
On Wed, Jan 19, 2011 at 02:09:38PM +, Pierre Buhas wrote:
my %domain_map = ();
my $queues = new RT::Queues(RT::SystemUser);
foreach my $queue ($queues-Next) {
$domain_map { $queue-FirstCustomFieldValue('MailDomain') } = $queue-Name;
}
That really wants to be a while ( my $queue = $queues-Next ) {

The new is really old-style but should be fine

-kevin

[rt-users] Email Queue Routing

2011-01-19 Thread Pierre Buhas 
Hello,

I am trying to customize one Scrip I found (
http://requesttracker.wikia.com/wiki/EmailRouting) ..

Now what I would like to do is automatically routing and creating the ticket
in the right queue by looking at a queues customField MailDomain where I
store the domain name like: \@gmail\.com below ..

How should I debug my modifications - See Option2 - there (it is not working
yet...;-) ?

Thanks

#--
# Domains we want to move
#--

# Option 1 - list the domains here
# my %domain_map = (
#'\@gmail\.com' = TESTGmail,
#'\@free\.fr'= TESTFree
# );


# Option 2 - get all domain from queues CF
my %domain_map = ();
my $queues = new RT::Queues(RT::SystemUser);
foreach my $queue ($queues-Next) {
$domain_map { $queue-FirstCustomFieldValue('MailDomain') } =
$queue-Name;
}

#-
#Check each of our defined domains for a match
#-
 foreach my $domainKey (keys %domain_map ){
 if($self-TicketObj-RequestorAddresses =~ /^.*?${domainKey}/) {
 # Domain matches - move to the right queue
 $self-TicketObj-SetQueue($domain_map{$domainKey});
 }
 }




Pierre

Re: [rt-users] Email Queue Routing

2011-01-19 Thread Kenneth Crocker 
Pierre,

Have you tried other methods? If all the email is coming into the same
Queue, why not just move them to another Queue based on the CustomFiled
Value (I'm assuming your using CommandByMail for that). I do this for
several Queues. We have a Triage Queue that receives the email tickets and
based on a CF value, moves the ticket to another Queue and even pre-assigns
the owner based on another CF value.

Kenn
LBNL

On Wed, Jan 19, 2011 at 6:09 AM, Pierre Buhas pierre.bu...@duolog.comwrote:

 Hello,

 I am trying to customize one Scrip I found (
 http://requesttracker.wikia.com/wiki/EmailRouting) ..

 Now what I would like to do is automatically routing and creating the
 ticket in the right queue by looking at a queues
 customField MailDomain where I store the domain name like: \@gmail\.com
 below ..

 How should I debug my modifications - See Option2 - there (it is not
 working yet...;-) ?

 Thanks

 #--
 # Domains we want to move
 #--

 # Option 1 - list the domains here
 # my %domain_map = (
 #'\@gmail\.com' = TESTGmail,
 #'\@free\.fr'= TESTFree
 # );


 # Option 2 - get all domain from queues CF
 my %domain_map = ();
 my $queues = new RT::Queues(RT::SystemUser);
 foreach my $queue ($queues-Next) {
 $domain_map { $queue-FirstCustomFieldValue('MailDomain') } =
 $queue-Name;
 }

 #-
 #Check each of our defined domains for a match
 #-
  foreach my $domainKey (keys %domain_map ){
  if($self-TicketObj-RequestorAddresses =~ /^.*?${domainKey}/) {
  # Domain matches - move to the right queue
  $self-TicketObj-SetQueue($domain_map{$domainKey});
  }
  }




 Pierre

Re: [rt-users] Email Queue Routing

2011-01-19 Thread Pierre Buhas 
Hi Kenneth,

I suppose you are talking about a ticket CF. But in this case I presume you
need to set this CF manually when it falls into your triage queue.

Here I was thinking about a Queue CF that will be defining the email
extension (like @bestpractical.com) so that all the tickets sent by
the bestpractical guys are automatically moved from the triage queue to
their queue (bestpractical queue here with my example).. this way there is
not any manual steps for each ticket, only at the queue creation.

The thing is I am uncertain with the usage of the API I am using for the
queue CF .. All I could get is the doc from perldoc and examples on the net
.. Is there a way to display some debug values ?

Regards

Pierre



On 19 January 2011 18:42, Kenneth Crocker kfcroc...@lbl.gov wrote:

 Pierre,

 Have you tried other methods? If all the email is coming into the same
 Queue, why not just move them to another Queue based on the CustomFiled
 Value (I'm assuming your using CommandByMail for that). I do this for
 several Queues. We have a Triage Queue that receives the email tickets and
 based on a CF value, moves the ticket to another Queue and even pre-assigns
 the owner based on another CF value.

 Kenn
 LBNL


 On Wed, Jan 19, 2011 at 6:09 AM, Pierre Buhas pierre.bu...@duolog.comwrote:

 Hello,

 I am trying to customize one Scrip I found (
 http://requesttracker.wikia.com/wiki/EmailRouting) ..

 Now what I would like to do is automatically routing and creating the
 ticket in the right queue by looking at a queues
 customField MailDomain where I store the domain name like: \@gmail\.com
 below ..

 How should I debug my modifications - See Option2 - there (it is not
 working yet...;-) ?

 Thanks

 #--
 # Domains we want to move
 #--

 # Option 1 - list the domains here
 # my %domain_map = (
 #'\@gmail\.com' = TESTGmail,
 #'\@free\.fr'= TESTFree
 # );


 # Option 2 - get all domain from queues CF
 my %domain_map = ();
 my $queues = new RT::Queues(RT::SystemUser);
 foreach my $queue ($queues-Next) {
 $domain_map { $queue-FirstCustomFieldValue('MailDomain') } =
 $queue-Name;
 }

 #-
 #Check each of our defined domains for a match
 #-
  foreach my $domainKey (keys %domain_map ){
  if($self-TicketObj-RequestorAddresses =~ /^.*?${domainKey}/) {
  # Domain matches - move to the right queue
  $self-TicketObj-SetQueue($domain_map{$domainKey});
  }
  }




 Pierre

Re: [rt-users] Email Queue Routing

2011-01-19 Thread Kenneth Crocker 
List,

Opps.

On Wed, Jan 19, 2011 at 1:33 PM, Kenneth Crocker kfcroc...@lbl.gov wrote:

 Pierre,

 No, I was talking about a CF that is already set up with pre-defined values
 Select One. Each/or severl values can be used to correlate to a Support
 Queue.
 If you are using COmmandByMail, then a user can send an email with the
 Custom Field as a command and the value is set. The scrip in the Triage
 Queue receives the Email, validates (ExternalAuth, whatever), The scrip is
 triggered because there is a Custom Field value and that scrip re-sets the
 QueueID and anything else (ie. owner) you want when the ticket is actually
 committed.

 Kenn
 LBNL


 On Wed, Jan 19, 2011 at 10:59 AM, Pierre Buhas pierre.bu...@duolog.comwrote:

 Hi Kenneth,

 I suppose you are talking about a ticket CF. But in this case I presume
 you need to set this CF manually when it falls into your triage queue.

 Here I was thinking about a Queue CF that will be defining the email
 extension (like @bestpractical.com) so that all the tickets sent by
 the bestpractical guys are automatically moved from the triage queue to
 their queue (bestpractical queue here with my example).. this way there is
 not any manual steps for each ticket, only at the queue creation.

 The thing is I am uncertain with the usage of the API I am using for the
 queue CF .. All I could get is the doc from perldoc and examples on the net
 .. Is there a way to display some debug values ?

 Regards

 Pierre




 On 19 January 2011 18:42, Kenneth Crocker kfcroc...@lbl.gov wrote:

 Pierre,

 Have you tried other methods? If all the email is coming into the same
 Queue, why not just move them to another Queue based on the CustomFiled
 Value (I'm assuming your using CommandByMail for that). I do this for
 several Queues. We have a Triage Queue that receives the email tickets and
 based on a CF value, moves the ticket to another Queue and even pre-assigns
 the owner based on another CF value.

 Kenn
 LBNL


 On Wed, Jan 19, 2011 at 6:09 AM, Pierre Buhas 
 pierre.bu...@duolog.comwrote:

 Hello,

 I am trying to customize one Scrip I found (
 http://requesttracker.wikia.com/wiki/EmailRouting) ..

 Now what I would like to do is automatically routing and creating the
 ticket in the right queue by looking at a queues
 customField MailDomain where I store the domain name like: \@gmail\.com
 below ..

 How should I debug my modifications - See Option2 - there (it is not
 working yet...;-) ?

 Thanks

 #--
 # Domains we want to move
 #--

 # Option 1 - list the domains here
 # my %domain_map = (
 #'\@gmail\.com' = TESTGmail,
 #'\@free\.fr'= TESTFree
 # );


 # Option 2 - get all domain from queues CF
 my %domain_map = ();
 my $queues = new RT::Queues(RT::SystemUser);
 foreach my $queue ($queues-Next) {
 $domain_map { $queue-FirstCustomFieldValue('MailDomain') } =
 $queue-Name;
 }

 #-
 #Check each of our defined domains for a match
 #-
  foreach my $domainKey (keys %domain_map ){
  if($self-TicketObj-RequestorAddresses =~ /^.*?${domainKey}/) {
  # Domain matches - move to the right queue
  $self-TicketObj-SetQueue($domain_map{$domainKey});
  }
  }




 Pierre

Re: [rt-users] Email Queue Routing

2011-01-19 Thread Kevin Falcone 
On Wed, Jan 19, 2011 at 02:09:38PM +, Pierre Buhas wrote:
my %domain_map = ();
my $queues = new RT::Queues(RT::SystemUser);
foreach my $queue ($queues-Next) {
$domain_map { $queue-FirstCustomFieldValue('MailDomain') } = $queue-Name;
}

That really wants to be a while ( my $queue = $queues-Next ) {

The new is really old-style but should be fine

-kevin


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