We recently migrated from Spiceworks to RT4. In Spiceworks, you could set it to where it auto assigns a ticket upon an tech's reply or use email tags to assign it to another tech.
Is there a way to accomplish this functionality in RT4?
I assume some perl is involved and I would like to get the web portal to auto assign an owner upon a reply at a minimum.
EDIT:
Assigning owner on comment solved by adding a new global script:
Condition: On Correspond
Action: User Defined
Template: Blank
Stage: TransCreate
And by placing this code in "Custom action preparation code:"
my $Actor = $self->TransactionObj->CreatorObj->Id;
if( $Actor != $self->TicketObj->OwnerObj->Id ) {
$RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user #". $Actor );
my ($status, $msg) = $self->TicketObj->SetOwner( $Actor );
unless( $status ) { die "Error: $msg";
}
}
return 1;
One of the caveats I encountered was that if the creator of the ticket was a tech, it would assign the ticket to nobody. Worked if the commentor was another tech.
The email commands were solved by Nathan C's post.