Hi,
Is there any way to move tickets into a queue dependent on what the
correspondence address is ? For example, we have 2 queues, Quotes & Bookings
with corresponding email addresses associated with them (quotes@ & bookings@).
Occasionally, a client will respond to an old quote ticket, but will send their
email to bookings@, obviously assuming that by sending it to bookings@, it will
be converted to a booking.
Unfortunately all that seems to happen is that the old quote ticket gets
reopened, but remains on the Quotes queue. What we would like to happen is
that for that ticket to get reopened and moved into the bookings queue, where
someone will then deal with it.
I've been through the mailing list and I've found this scrip, which will update
the queue dependent on the sender address, but we want it to be dependent on
the recipient (i.e. queue) address:
if ($self->TicketObj->IsWatcher(Type => 'Requestor', Email =>
'bookings [at] company)) {
my ($status, $msg) = $self->TicketObj->SetQueue('Bookings');
die $msg unless ($status);
}
return 1;
What do I need to change in the above to make it do what I want it to ?
Thanks
Jake
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