Testwreq,
I do the same thing, only I use a Custom Field called "CFO-Org". When a
ticket is created, that CF MUST be selected and based on that value, I
pre-assign the ticket owner. It looks like this:
Condition: On Create
Action: User-defined
Custom Prep Code:
my $trans = $self->Transactio
All RT tickets are generated in the 'general' queue i.e. users want to send
all requests to r...@sunysb.edu. Before the auto response is sent to the
requestor, I want to assign the ticket to an appropriate queue and owner.
For this, I have copied 'Autoreply' global template to the 'general' queue.
