[rt-users] Scrip works on tickets created via RT web interface but not via e-mail

[Steve Hopps]

I think I figured it out! Because Phonetag still attaches a .wav file, the
body of the e-mail is not the first attachment, which is what my scrip was
looking for.
I don't know how to re-write that part but I'm digging through info now to
find out. Of course if anyone can expedite that for me I would appreciate
it, but hopefully this helps anyone who wants to do something similar :)

- Steve


On Mon, Dec 1, 2008 at 10:51 AM, Steve Hopps <steve.hopps at gmail.com> wrote:

> Hi everyone, I'm trying to create a scrip that parses incoming e-mails and
> rejects tickets with a certain phrase. I've got the scrip to work on all
> tickets created in the queue via the RT web interface, but emails that come
> into that queue still make it through. Does anybody know what I could be
> missing that would cause it to work on tickets created via the web
> interface, but not tickets created via e-mail?
> Here's what I've got in the scrip:
> ----------------------------------------------------
> Condition: User Defined
> Action: User Defined
> Template: Global template: Blank
> Stage: TransactionCreate
>
> Custom Condition:
> my $Ticket = $self->TicketObj; my $Transaction = $self->TransactionObj; my
> $Attachment = $Transaction->Attachments; my $AttFirst = $Attachment->First;
> my $Content = $AttFirst->Content; my $test = 0; $test = 1 if (lc($Content)
> =~ m/the caller hung up before leaving a message/i); if($test == 1) { return
> 1; } return;
>
> Custom Action Prep:
> $self->TicketObj->SetStatus( "rejected" ); return 1;
>
> Custom Action Cleanup:
> return 1;
> ----------------------------------------------------
>
> I greatly appreciate any help, thanks!
>
>
> -Steve
>
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