Here’s a scrip I use for assigning queue depending on requestor email address.
I stripped it down for you so this code is not tested. It runs through a hash
so you can put multiple addresses corresponding to multiple queues. If you only
need to do it for one address then you can eliminate the hash and while loop.
The regex checks if the requestor email address contains the hash key. So you
can put a full email address instead of just the domain.
Create a new scrip (condition: On Create, Action: User defined, Template:
blank) and I applied it to our “INCOMING” queue which all tickets created by
email go into.
Custom action preparation code:
# initialize vars
my $DestinationQueue;
my $RequestorEmail = $self->TicketObj->RequestorAddresses;
# map domains to queue name
my %DomainToQueueName = (
'example.com' => 'Example Queue',
'example2.com' => 'Example Queue #2',
);
# iterate through dealership list and set the value to put in the CF
while ( my $Key = each %DomainToQueueName )
{
if( $RequestorEmail=~ /\Q$Key/ ) {
$DestinationQueue = $DomainToQueueName{$Key};
}
}
#set the queue
if($DestinationQueue) {
my( $st, $msg ) = $self->TicketObj->SetQueue($DestinationQueue);
}
return 1;
--
Roman Massey
On July 15, 2015 at 5:50:27 PM, Aaron McCormack ([email protected]) wrote:
Hi Boris,
Mixing bits of these two might get you on the right track with a scrip
processing the ticket upon creation, I use something similar for regex matching
patterns in subject lines and assigning to a specific queue.
http://requesttracker.wikia.com/wiki/SetOwnerAndQueueBySubject
http://requesttracker.wikia.com/wiki/AutomaticCustomFieldValue
Aaron
On Jul 14, 2015, at 2:18 PM, Boris Epstein <[email protected]> wrote:
Hello listmates,
If I as an admin need to set a certain queue for requests originating from a
user - how do I do that? Let us say I have a user John Smith, with an email of
[email protected]. How do I make it so that every ticket by email coming from
[email protected] goes into a certain queue.
Thanks.
Boris.
