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.com>wrote: > >> 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.com>wrote: >>> >>>> 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 >>>> >>>> >>> >> >
