[rt-users] Modify email and ticket subject for tickets created from email

[Ruslan Zakirov]

On Fri, May 10, 2013 at 10:40 PM, Don Smitheimer <
don.smitheimer at oss.tgs-solutions.com> wrote:

>  Hi All,****
>
> ** **
>
> I managed to get this working pretty well, but I would like to know if
> there’s a smarter way to implement it.****
>
> ** **
>
> I have RT4.****
>
> ** **
>
> Here’s the overview:****
>
> We have attempted to adopt a standard email subject format of the form:
> “Env|Sev|Msg|Tickets,” where Env is environment and can be Prod, SIT, etc.;
> Sev stands for Severity and can be of the form Sev-1, Sev-2, etc; Msg is
> the actual subject, and Tickets is a comma-separated string of tickets
> where the RT ticket will be the first.****
>
> ** **
>
> The plan was to send an email to RT with the first 3 fields completed, RT
> will create the ticket and append the ticket number tag to the subject,
> such that subsequent emails will be captured by RT in the ticket.****
>
> ** **
>
> It works on my RT sandbox.  I created a scrip and template to change the
> ticket subject and email subject.  The perl code does more than just append
> the tag.  I have logic to check for abbreviations for the different
> environments (such as using prd vs PROD), and using sev1 rather than Sev-1,
> etc.****
>
> ** **
>
> Since the logic to change the subject for both the email and the ticket is
> basically the same, I need to maintain essentially the same code in both
> places. ****
>
> ** **
>
> My question: is there a smarter or better way to make this work?****
>
> ** **
>
> Please note: I want to expand the requirement to change a ticket’s custom
> fields based on subject contents. For example, if the subject has PROD, I
> want to automatically set the environment custom field to PROD.****
>
> **
>


Have you looked at ExtractCustomFieldValues extension?



>  **
>
> Thanks much,****
>
> Don****
>
> ** **
>
>
>
> --
> RT Training in Seattle, June 19-20: http://bestpractical.com/training
>



-- 
Best regards, Ruslan.
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