<div><font size="2" face="Arial"><span class="888480416-29082011">Hi 
All,</span></font></div>
<div><font size="2" face="Arial"><span class="888480416-29082011"></span></font> </div>
<div><font size="2" face="Arial"><span class="888480416-29082011">I am trying to get 
our old RT (3.4.5) to resolve tickets when a user replies, but am having some 
issues.</span></font></div>
<div><font size="2" face="Arial"><span class="888480416-29082011"></span></font> </div>
<div><font size="2" face="Arial"><span class="888480416-29082011">The basic setup is 
this: external user emails to the help desk email which sends it to the helpdesk 
queue email and to a single customer facing user.  That user refuses to user RT, 
so when he replies to the email he does a reply all (to both the customer and 
RT).  RT is setup to merge tickets with similar names (RE:/FW:) so his response 
is merged to the original ticket, but when I attempt to get a scrip to resolve 
the ticket when the email is from this user it doesn't work as I want.  
Currently it will resolve the ticket, no matter who replys, which is definitely 
a no-no.  </span></font></div>
<div><font size="2" face="Arial"><span class="888480416-29082011"></span></font> </div>
<div><font size="2" face="Arial"><span class="888480416-29082011">I figure that the 
issue is my comparison of the $val to the email address.  I had this as well and 
it didn't work either: /<u><font color="#0000ff">resolveuseremail</font></u>\@<a href="http://domain.com/g">domain.com/g</a></span></font></div>
<div><font size="2" face="Arial"><span class="888480416-29082011"></span></font> </div>
<div><font size="2" face="Arial"><span class="888480416-29082011">If someone could 
help me out I would greatly appreciate it.  Below is the scrip as it currently 
sits, except for the time being the resolve by user part is commented 
out.</span></font></div>
<div><font size="2" face="Arial"><span class="888480416-29082011"></span></font> </div>
<div><font size="2" face="Arial"><span class="888480416-29082011">Thanks,</span></font></div>
<div><font size="2" face="Arial"><span class="888480416-29082011"></span></font> </div>
<div><font size="2" face="Arial"><span class="888480416-29082011">Kevin</span></font></div>
<div><font size="2" face="Arial"><span class="888480416-29082011">-----------------------------</span></font></div>
<div><font size="2" face="Arial"><span class="888480416-29082011"></span></font> </div>
<div><font size="2" face="Arial"><span class="888480416-29082011">my $notnagios_desc = 
undef;<br>my $same_desc = undef;<br>my $Transaction = 
$self->TransactionObj;<br>my $subject = 
$Transaction->Attachments->First->GetHeader('Subject');<br>my $val = 
($self->TicketObj->Requestors->MemberEmailAddressesAsString);</span></font></div>
<div> </div>
<div><font size="2" face="Arial"><span class="888480416-29082011">if (($subject =~ 
m/^RE:/i) || ( $subject =~ m/^FW:/i )) {<br>    
$notnagios_desc=substr($subject,4);<br>    if (($notnagios_desc =~ m/^FW:/i) || 
($notnagios_desc =~ m/^RE:/i )) {<br>          
$notnagios_desc=substr($notnagios_desc,4); <br>          if (($notnagios_desc =~ 
m/^FW:/i) || ($notnagios_desc =~ m/^RE:/i )) {<br>              
$notnagios_desc=substr($notnagios_desc,4); <br>          }<br>      }<br>} else 
{<br> $notnagios_desc=$subject;<br> }<br> <br># look for same subject on 
existing tickets <br>my $search = 
RT::Tickets->new($RT::SystemUser);<br>$search->LimitQueue(VALUE => 
'HelpDesk');<br>$search->LimitStatus(VALUE => 'new', OPERATOR => '=', 
ENTRYAGGREGATOR => 'or');<br>$search->LimitStatus(VALUE => 'open', 
OPERATOR => '=');</span></font></div>
<div> </div>
<div><font size="2" face="Arial"><span class="888480416-29082011">if 
($search->Count == 0) { return 1; }<br>my $id = undef;<br>while (my $ticket = 
$search->Next) {<br> # Ignore this ticket that opened this transaction <br>   
next if $self->TicketObj->Id == $ticket->Id;<br>   
$same_desc=$ticket->Subject; <br>    if (($same_desc =~ m/^FW:/i) || 
($same_desc =~ m/^RE:/i )) {<br>      $same_desc=substr($same_desc,4);  
<br>      if (($same_desc =~ m/^FW:/i) || ($same_desc =~ m/^RE:/i )) 
{<br>          $same_desc=substr($same_desc,4); <br>          if (($same_desc =~ 
m/^FW:/i) || ($same_desc =~ m/^RE:/i )) {<br>              
$same_desc=substr($same_desc,4); <br>          }<br>      }<br>   } <br>   
<br>   if ($notnagios_desc eq $same_desc) {<br>        # Found the same subject 
<br>        $id = $ticket->Id;<br>         
$self->TicketObj->MergeInto($id);<br>      }<br>  }</span></font></div>
<div> </div>
<div><font size="2" face="Arial"><span class="888480416-29082011">if ($val == <a title="blocked::mailto:'resolveuseremail@domain.com'" href="mailto:%27resolveuseremail@domain.com%27">'resolveuseremail@domain.com'</a>) 
{<br>## Set Set owner to e-mail sender, status to 'resolved'<br>my $Ticket = 
$self->TicketObj;<br>my $Transaction = $self->TransactionObj;<br>my 
$CreatorId = 
$Transaction->CreatorObj->Id;<br>$Ticket->SetOwner($CreatorId);<br>$Ticket->SetStatus('resolved'); 
<br>}<br>  <br>$id || return 1;<br>1;</span></font></div>