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RT-Extension-AutomaticAssignment - automatically assign tickets based on rules


RT-Extension-AutomaticAssignment requires version RT 4.2.0 or later.

perl Makefile.PL
make install

This step may require root permissions.

Edit your /opt/rt4/etc/

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/rt4/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.


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

This is free software, licensed under:

  The GNU General Public License, Version 2, June 1991