AutoChangeQueue

Overview

I've got two queues and two groups, one for admin and one for production. If an admin group member takes a ticket in the production queue, I want the ticket to go automatically into the admin queue. Just create this scrip in the production queue:

Description: AutoChangeQueue
Condition: On Owner Change
Custom condition:
Action: User Defined
Custom action preparation code: return 1;
Custom action cleanup code:

my $group = 'admin';
my $newqueue = 'admin';

 # si pas dans une action Take alors on sort
return 1
 unless $self->TransactionObj->Type eq 'Take';

my $PrincipalObj = RT::Principal->new( $self->TransactionObj->CreatorObj );
$PrincipalObj->Load( $self->TransactionObj->CreatorObj->Id );

my $groupobj = RT::Group->new($self->TransactionObj->CreatorObj );
$groupobj->LoadUserDefinedGroup($group);
my $HasMember = $groupobj->HasMemberRecursively( $PrincipalObj );
if ($HasMember) {
  $RT::Logger->info("Ticket took by an admin : new ticket in admin queue");
   my ($status, $msg) = $self->TicketObj->SetQueue($newqueue);
   unless ($status) {
      $RT::Logger->warning("unable to set new queue");
      return undef;
   }
}

return 1;

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