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;

Template: Global template: Blank