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https://github.com/bestpractical/rt-extension-automaticassignment


https://github.com/bestpractical/rt-extension-automaticassignment

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README 

        
NAME

    RT-Extension-AutomaticAssignment - automatically assign tickets based on

    rules



INSTALLATION

    RT-Extension-AutomaticAssignment 1.* versions require RT 5.0 or later.

    Use 0.* versions if you are still using RT 4.



    perl Makefile.PL

    make

    make install

        This step may require root permissions.



    make initdb

        Only run this the first time you install this module.



        If you run this twice, you may end up with duplicate data in your

        database.



        If you are upgrading this module, check for upgrading instructions

        in case changes need to be made to your database.



    Edit your /opt/rt5/etc/RT_SiteConfig.pm

        Add this line:



            Plugin( "RT::Extension::AutomaticAssignment" );



        You may wish to also add this line if you want to use the "Work

        Schedule" filter, which exposes the RT's SLA business hours as

        custom field values:



            Set( @CustomFieldValuesSources, "RT::CustomFieldValues::ServiceBusinessHours" );



    Clear your mason cache

            rm -rf /opt/rt5/var/mason_data/obj



    Restart your webserver

    Create scrips

        You may control which circumstances automatic assignment should take

        place using RT's scrips system. For example, perhaps you want an "On

        Create, Automatic Assignment" scrip on some of your queues. Any

        tickets explicitly created with an owner will retain that owner, but

        unowned tickets will use the automatic assignment system. You may

        also want an "On Queue Change, Automatic Reassignment" scrip. The

        "Automatic Reassignment" action is slightly different from

        "Automatic Assignment" action because reassignment will happen even

        if the ticket has an owner already.



        You may specify as many automatic assignment and reassignment scrips

        as you like. The automatic assignment admin UI will warn you,

        however, if it finds no scrips.



    Configure automatic assignment policies

        Visit Admin -> Queues -> Select -> (queue) -> Automatic Assignment

        to configure the automatic assignment policy for a queue.



        There are two important stages to the automatic assignment policy.

        First, you configure rules for deciding which users are eligible to

        be automatically assigned tickets (based on time of day, group

        membership, etc). Next, you configure a policy for deciding which of

        those eligible users will be made the owner of each ticket (who has

        the fewest open tickets, randomly, etc).



        Filters are policies which reduce the number of potential candidate

        owners based on the specified rule. For example, the "Member of

        Group" filter limits automatic assignment to only members of the

        selected group. The "Work Schedule" filter allows users (or,

        perhaps, only their manager) to select which business hours that

        they are available. You may specify zero, one, or more filters. Each

        user must fulfill the requirements of *all* the filters to be

        included in automatic assignment.



        Chooser is the policy that automatic assignment uses to pick a

        single owner from a list of many potential candidates. The most

        basic Chooser is "Random". A more useful Chooser is "Active

        Tickets": the user with the fewest number of active tickets in the

        queue is assigned the ticket. The "Round Robin" Chooser distributes

        tickets to each candidate owner evenly.



        Each Filter and Chooser provides its documentation and configuration

        directly on the automatic assignment interface.



AUTHOR

    Best Practical Solutions, LLC 



BUGS

    All bugs should be reported via email to



        L



    or via the web at



        L.



COPYRIGHT

    This extension is Copyright (C) 2016-2020 Best Practical Solutions, LLC.



    This is free software, licensed under:



      The GNU General Public License, Version 2, June 1991