[rt-users] Scrip for escalating priority based on to address from header

Kimberly McKinnis kmckinnis at tivo.com
Wed Jan 30 15:18:04 EST 2008


Because I have no idea what I'm doing. Without, I still receive errors:
 
[Wed Jan 30 20:17:14 2008] [error]: Scrip 16 Commit failed: Global
symbol "$to" requires explicit package name at (eval 2305) line 1.
Global symbol "$Ticket" requires explicit package name at (eval 2305)
line 1.
syntax error at (eval 2305) line 2, near "if $to "
Global symbol "$to" requires explicit package name at (eval 2305) line
2.
 (/usr/lib/rt/RT/Action/UserDefined.pm:81)


________________________________

From: Todd Chapman [mailto:todd at chaka.net] 
Sent: Wednesday, January 30, 2008 11:58 AM
To: Kimberly McKinnis
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Scrip for escalating priority based on to
address from header


Why do you have a package statement?

And $Ticket should be $self->TicketObj.


On 1/30/08, Kimberly McKinnis <kmckinnis at tivo.com> wrote: 

	I've read up on priorities, but nothing I've seen quite fits my
need. We have two email addresses that both go to the same queue, an
alert email and a support email. The alert email also SMS's my mobile
phone. I'd like to have RT check the to: address from the header and set
anything to the alert email to a high priority. Then I can do things
like a cron to check for untouched emails with a high priority and alert
us. 

	I've approached this with a user defined scrip in the server
queue: 

	Custom condition: return 1; 

	Custom action prep code: return 1; 

	Custom action cleanup code: 
	  
	package RT::User; 

	my $to =
$Ticket->Transactions->First->Message->First->GetHeader('To'); 
	if $to = ('xxx\-alert\@.*\.?tivo\.com') 
	{ 
	$self->TicketObj->SetPriority(98); 
	} 
	return 1; 

	When opening a new ticket, I see in rt.log: 
	[Wed Jan 30 18:56:16 2008] [error]: Scrip 16 Commit failed:
Global symbol "$to" requires explicit package name at (eval 2242) line
3.

	Global symbol "$Ticket" requires explicit package name at (eval
2242) line 3. 
	syntax error at (eval 2242) line 4, near "if $to " 
	Global symbol "$to" requires explicit package name at (eval
2242) line 4. 
	 (/usr/lib/rt/RT/Action/UserDefined.pm:81) 

	Obviously, I'm doing something very wrong, but I'm not clear
what. Could someone proofread this and let me know where I've gone
wrong? Thanks!

	~~ 
	Kimberly McKinnis 
	System Operations Engineer 
	Service Provider Division, TiVo Inc 
	408-519-9607 


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