{"id":14695,"date":"2011-03-28T15:50:05","date_gmt":"2011-03-28T13:50:05","guid":{"rendered":"https:\/\/mamchenkov.net\/wordpress\/?p=14695"},"modified":"2011-03-28T15:50:05","modified_gmt":"2011-03-28T13:50:05","slug":"rt3-automatically-assign-owner-by-queue","status":"publish","type":"post","link":"https:\/\/mamchenkov.net\/wordpress\/2011\/03\/28\/rt3-automatically-assign-owner-by-queue\/","title":{"rendered":"RT3 : Automatically assign owner by queue"},"content":{"rendered":"<!-- google_ad_section_start -->\n<p>There is one bit of functionality that I keep reusing for pretty much every installation of <a href=\"http:\/\/bestpractical.com\/rt\/\">RT3<\/a> &#8211; automatic assignment of tickets to specific users based on queue. \u00a0There are a few solutions to this problem and some are documented in <a href=\"http:\/\/requesttracker.wikia.com\/wiki\/HomePage\">RT3 wiki<\/a>. \u00a0But I always keep forgetting which solution to use and where I found it. \u00a0So, in hopes not to ever spend more than 3 seconds searching for such a solution, I&#8217;m posting it here.<\/p>\n<p>We&#8217;ll be using a global scrip instead of a per-queue scrip. \u00a0This will simplify maintenance for those installations that use a lot of queues &#8211; you&#8217;ll need to change settings only in one place rather than all over the place. \u00a0Create the new global scrip with the following settings:<\/p>\n<ul>\n<li><strong>Description<\/strong>:\u00a0AutoSetOwnerForQueue<\/li>\n<li><strong>Condition<\/strong>: On Create<\/li>\n<li><strong>Action<\/strong>: User Defined<\/li>\n<li><strong>Template<\/strong>: Global Template : Blank<\/li>\n<li><strong>Stage<\/strong>: TransactionCreate<\/li>\n<li><strong>Custom condition<\/strong>: return 1;<\/li>\n<li><strong>Custom action preparation code<\/strong>: return 1;<\/li>\n<li><strong>Custom action cleanup code<\/strong>:<\/li>\n<\/ul>\n<pre class=\"brush: perl; title: ; notranslate\" title=\"\">\r\nmy %owners = (\r\n  'queue_name1' =&gt; 'username1',\r\n  'queue_name2' =&gt; 'username1',\r\n  'queue_name3' =&gt; 'username2',\r\n);\r\nmy $QueueName = $self-&gt;TicketObj-&gt;QueueObj-&gt;Name;\r\nreturn 1 unless defined($owners{$QueueName});\r\nmy $Actor = $self-&gt;TransactionObj-&gt;Creator;\r\nreturn 1 if $Actor == $RT::SystemUser-&gt;id;\r\nreturn 1 unless $self-&gt;TicketObj-&gt;Owner == $RT::Nobody-&gt;id;\r\n\r\nmy $MyUser = $owners{$QueueName};\r\n\r\n$RT::Logger-&gt;info(&quot;Auto assigning ticket #&quot;. $self-&gt;TicketObj-&gt;id .&quot; to user $MyUser&quot; );\r\nmy ($status, $msg) = $self-&gt;TicketObj-&gt;SetOwner( $MyUser );\r\nunless( $status ) {\r\n  $RT::Logger-&gt;warning( &quot;Impossible to assign the ticket to $MyUser: $msg&quot; );\r\nreturn undef;\r\n}\r\n1;\r\n<\/pre>\n<p>Last time I&#8217;ve used this was on RT 3.8.8.  Adjust accordingly for the earlier and later versions.<\/p>\n<!-- google_ad_section_end -->\n","protected":false},"excerpt":{"rendered":"<!-- google_ad_section_start -->\n<p>There is one bit of functionality that I keep reusing for pretty much every installation of RT3 &#8211; automatic assignment of tickets to specific users based on queue. \u00a0There are a few solutions to this problem and some are documented in RT3 wiki. \u00a0But I always keep forgetting which solution to use and where I &hellip; <a href=\"https:\/\/mamchenkov.net\/wordpress\/2011\/03\/28\/rt3-automatically-assign-owner-by-queue\/\" class=\"more-link\">Continue reading <span class=\"screen-reader-text\">RT3 : Automatically assign owner by queue<\/span><\/a><\/p>\n<!-- google_ad_section_end -->\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"jetpack_post_was_ever_published":false,"_links_to":"","_links_to_target":""},"categories":[1,133,62],"tags":[3150],"keyring_services":[],"class_list":["post-14695","post","type-post","status-publish","format-standard","hentry","category-general","category-sysadmin","category-technology","tag-request-tracker"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 4.9.8 - aioseo.com -->\n\t<meta name=\"description\" content=\"There is one bit of functionality that I keep reusing for pretty much every installation of RT3 - automatic assignment of tickets to specific users based on queue. 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But I always keep forgetting which solution to use and where I","twitter:creator":"@mamchenkov","twitter:image":"https:\/\/mamchenkov.net\/wordpress\/wp-content\/uploads\/2026\/03\/leonid-sailing-beer.jpg"},"aioseo_meta_data":{"post_id":"14695","title":null,"description":null,"keywords":null,"keyphrases":null,"primary_term":null,"canonical_url":null,"og_title":null,"og_description":null,"og_object_type":"default","og_image_type":"default","og_image_url":null,"og_image_width":null,"og_image_height":null,"og_image_custom_url":null,"og_image_custom_fields":null,"og_video":null,"og_custom_url":null,"og_article_section":null,"og_article_tags":null,"twitter_use_og":false,"twitter_card":"default","twitter_image_type":"default","twitter_image_url":null,"twitter_image_custom_url":null,"twitter_image_custom_fields":null,"twitter_title":null,"twitter_description":null,"schema":{"blockGraphs":[],"customGraphs":[],"default":{"data":{"Article":[],"Course":[],"Dataset":[],"FAQPage":[],"Movie":[],"Person":[],"Product":[],"ProductReview":[],"Car":[],"Recipe":[],"Service":[],"SoftwareApplication":[],"WebPage":[]},"graphName":"","isEnabled":true},"graphs":[]},"schema_type":"default","schema_type_options":null,"pillar_content":false,"robots_default":true,"robots_noindex":false,"robots_noarchive":false,"robots_nosnippet":false,"robots_nofollow":false,"robots_noimageindex":false,"robots_noodp":false,"robots_notranslate":false,"robots_max_snippet":null,"robots_max_videopreview":null,"robots_max_imagepreview":"large","priority":null,"frequency":null,"local_seo":null,"breadcrumb_settings":null,"limit_modified_date":false,"ai":null,"created":"2023-07-19 22:54:43","updated":"2026-01-15 06:35:53","seo_analyzer_scan_date":null},"aioseo_breadcrumb":"<div class=\"aioseo-breadcrumbs\"><span class=\"aioseo-breadcrumb\">\n\t\t\t<a href=\"https:\/\/mamchenkov.net\/wordpress\" title=\"Home\">Home<\/a>\n\t\t<\/span><span class=\"aioseo-breadcrumb-separator\">&raquo;<\/span><span class=\"aioseo-breadcrumb\">\n\t\t\t<a href=\"https:\/\/mamchenkov.net\/wordpress\/category\/technology\/\" title=\"Technology\">Technology<\/a>\n\t\t<\/span><span class=\"aioseo-breadcrumb-separator\">&raquo;<\/span><span class=\"aioseo-breadcrumb\">\n\t\t\t<a href=\"https:\/\/mamchenkov.net\/wordpress\/category\/technology\/sysadmin\/\" title=\"Sysadmin\">Sysadmin<\/a>\n\t\t<\/span><span class=\"aioseo-breadcrumb-separator\">&raquo;<\/span><span class=\"aioseo-breadcrumb\">\n\t\t\tRT3 : Automatically assign owner by queue\n\t\t<\/span><\/div>","aioseo_breadcrumb_json":[{"label":"Home","link":"https:\/\/mamchenkov.net\/wordpress"},{"label":"Technology","link":"https:\/\/mamchenkov.net\/wordpress\/category\/technology\/"},{"label":"Sysadmin","link":"https:\/\/mamchenkov.net\/wordpress\/category\/technology\/sysadmin\/"},{"label":"RT3 : Automatically assign owner by queue","link":"https:\/\/mamchenkov.net\/wordpress\/2011\/03\/28\/rt3-automatically-assign-owner-by-queue\/"}],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"","jetpack-related-posts":[{"id":12664,"url":"https:\/\/mamchenkov.net\/wordpress\/2010\/07\/05\/integrating-rt3-with-subversion\/","url_meta":{"origin":14695,"position":0},"title":"Integrating RT3 with Subversion","author":"Leonid Mamchenkov","date":"July 5, 2010","format":false,"excerpt":"As I have mentioned a few times before, I am a big fan of using BestPractical RT3 for all sorts of things, including, but not limited to, bug tracking during project development. \u00a0I see a great benefit in having a single system for both technical support and development departments. \u00a0Bugs\u2026","rel":"","context":"In &quot;All&quot;","block_context":{"text":"All","link":"https:\/\/mamchenkov.net\/wordpress\/category\/general\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/mamchenkov.net\/wordpress\/wp-content\/uploads\/2010\/07\/commits_chart.png?resize=350%2C200&ssl=1","width":350,"height":200},"classes":[]},{"id":11491,"url":"https:\/\/mamchenkov.net\/wordpress\/2009\/01\/19\/fixing-advanced-search-performance-in-rt3\/","url_meta":{"origin":14695,"position":1},"title":"Fixing advanced search performance in RT3","author":"Leonid Mamchenkov","date":"January 19, 2009","format":false,"excerpt":"It's been bugging me for a while now that advanced search is extremely slow in our RT3.\u00a0 I thought it was something related to the famous Perl bug, but apparently it wasn't.\u00a0 Then I was I waiting for Fedora 10 to come out, so that we'd upgrade our RT3 installation\u2026","rel":"","context":"In &quot;All&quot;","block_context":{"text":"All","link":"https:\/\/mamchenkov.net\/wordpress\/category\/general\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":12658,"url":"https:\/\/mamchenkov.net\/wordpress\/2010\/07\/01\/day-in-brief\/","url_meta":{"origin":14695,"position":2},"title":"Day in brief","author":"Leonid Mamchenkov","date":"July 1, 2010","format":false,"excerpt":"If it's not on YouTube, it's not a video! # My first ever edit to BestPractical RT3 wiki.Improved AutoSetOwnerForQueue scrip - http:\/\/bit.ly\/cSqSTg # I favorited a YouTube video -- The 100 Greatest Movie Insults of All Time http:\/\/youtu.be\/PSEYXWmEse8?a #","rel":"","context":"In &quot;All&quot;","block_context":{"text":"All","link":"https:\/\/mamchenkov.net\/wordpress\/category\/general\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":12633,"url":"https:\/\/mamchenkov.net\/wordpress\/2010\/06\/23\/mantisbt-vs-rt3\/","url_meta":{"origin":14695,"position":3},"title":"MantisBT vs. RT3","author":"Leonid Mamchenkov","date":"June 23, 2010","format":false,"excerpt":"I've been praising Best Pratical's RT3 (aka Request Tracker) for a long time. \u00a0So at my new job, given a new start, I thought that I maybe need to explore other options and widen my horizons. \u00a0After all, the needs were much less and much simpler. \u00a0We just needed a\u2026","rel":"","context":"In &quot;All&quot;","block_context":{"text":"All","link":"https:\/\/mamchenkov.net\/wordpress\/category\/general\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":11449,"url":"https:\/\/mamchenkov.net\/wordpress\/2008\/12\/08\/fixing-rt3-on-fedora-10\/","url_meta":{"origin":14695,"position":4},"title":"Fixing RT3 on Fedora 10","author":"Leonid Mamchenkov","date":"December 8, 2008","format":false,"excerpt":"We upgraded our development server to Fedora 10 over the weekend.\u00a0 Among other things, it runs RT3 - excellent support, issue management, and bug tracking tool.\u00a0 Once the upgrade was over, we ended up with a semi-working setup of RT3.\u00a0 The emails were going through just fine, but the web\u2026","rel":"","context":"In &quot;All&quot;","block_context":{"text":"All","link":"https:\/\/mamchenkov.net\/wordpress\/category\/general\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":11752,"url":"https:\/\/mamchenkov.net\/wordpress\/2009\/09\/05\/daily-tweets-digest\/","url_meta":{"origin":14695,"position":5},"title":"Daily tweets digest","author":"Leonid Mamchenkov","date":"September 5, 2009","format":false,"excerpt":"Our RT3 ticketing system just got its 400,000 ticket. Awesome! Worthy of a celebration. # On the way to Pafos. Will get drunk. Don't need to drive. Sweet! # Stopped for steak and beer, before the real drinking. #","rel":"","context":"In &quot;All&quot;","block_context":{"text":"All","link":"https:\/\/mamchenkov.net\/wordpress\/category\/general\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]}],"jetpack_sharing_enabled":true,"amp_enabled":true,"_links":{"self":[{"href":"https:\/\/mamchenkov.net\/wordpress\/wp-json\/wp\/v2\/posts\/14695","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/mamchenkov.net\/wordpress\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/mamchenkov.net\/wordpress\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/mamchenkov.net\/wordpress\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/mamchenkov.net\/wordpress\/wp-json\/wp\/v2\/comments?post=14695"}],"version-history":[{"count":0,"href":"https:\/\/mamchenkov.net\/wordpress\/wp-json\/wp\/v2\/posts\/14695\/revisions"}],"wp:attachment":[{"href":"https:\/\/mamchenkov.net\/wordpress\/wp-json\/wp\/v2\/media?parent=14695"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mamchenkov.net\/wordpress\/wp-json\/wp\/v2\/categories?post=14695"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mamchenkov.net\/wordpress\/wp-json\/wp\/v2\/tags?post=14695"},{"taxonomy":"keyring_services","embeddable":true,"href":"https:\/\/mamchenkov.net\/wordpress\/wp-json\/wp\/v2\/keyring_services?post=14695"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}