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