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

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

   perl Makefile.PL
   make
   make install
       This step may require root permissions.

   Edit your /opt/rt4/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/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.

AUTHOR
   Best Practical Solutions, LLC <[email protected]>

BUGS
   All bugs should be reported via email to

       L<[email protected]|mailto:[email protected]>

   or via the web at

       L<rt.cpan.org|http://rt.cpan.org/Public/Dist/Display.html?Name=RT-Extension-AutomaticAssignment>.

COPYRIGHT
   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