Just finished working on something very similar , I am guessing the top
sales guys would be the one creating a ticket, if this is the case you
can do a scrip:
my $CreatorObj = $self->TicketObj->CreatorObj ;
my $org = $CreatorObj->GroupMembership ;
if ( $org eq 'The group you need') {
$self->TicketObj->SetPriority(80);
}
return undef;
The function GroupMembership I created in User_Vendor.pm (or
User_Overlay.pm pending which ever you are using):
sub GroupMembership {
# Identify a group\s a user belong to
# Used in scrip action in queues
# Expects a user id and return group name
# If user belong to more than one it returns comma seperated list
my $self = shift;
my $MemberId = $self->Id ;
my $group_list = '';
my $Groups = RT::Groups->new($RT::SystemUser);
$Groups->Limit( FIELD => 'Domain',OPERATOR => '=', VALUE =>
'SystemInternal');
$Groups->Limit( FIELD => 'Domain',OPERATOR => '=', VALUE =>
'UserDefined');
my $alias = $Groups->Join(
TYPE => 'left',
ALIAS1 => 'main',
FIELD1 => 'id',
TABLE2 => 'GroupMembers',
FIELD2 => 'GroupId'
);
$Groups->Limit(
ALIAS => $alias,
FIELD => 'MemberId',
OPERATOR => '=',
VALUE => $MemberId,
);
while ( my $Group = $Groups->Next ) {
$group_list = $group_list.",".$Group->Name ;
}
$group_list =~ s/^,+// ;
return $group_list ;
}
I am not 100% on the SetPriority syntax -you may need to check it--, we
do n't use priority we use custom fields resembling priority.
Also note if the Creator (person) is a member of more than one group
then the $org will be list of group names separated by a comma , in that
case you maybe better off doing:
if ( $org =~ /The group name you need/) {
$self->TicketObj->SetPriority(80);
}
Regards;
Roy
Steve Hopps wrote:
> Hi there, at our company there's a group of people who get
> preferential treatment because they're top sales guys, and in order to
> make it easier on our helpdesk techs, I'd like to have their tickets
> be prioritized automatically based on membership to a group.
>
> I'm not sure how to do a check for group membership in a scrip, I've
> been looking through the mail archives but haven't had any luck so
> far. Can anyone recommend how to do this?
>
> Basically I want the scrip to trigger if they're a member, and set the
> priority to something (say 80) on creation, and that's all. Any help
> would be appreciated on this one. Thanks!
>
> -Steve
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