[rt-users] Parse initial e-mail

[Cornell Green]

I am attempting to parse the initial email that initiates a ticket.

I have created a custom scrip. This part I have working:

Description:  $Descrip_name  (not important)
Condition:  User Defined
Action: Notify CCs as Comment
Template: $Templ_name (again, not important; but the template itself
included below)
Stage:  TransactionCreate

Custom Condition:
if($self->TicketObj->Status eq 'new' and
$self->TransactionObj->CreatorObj->EmailAddress() =~ /$match_pattern/
){
return 1;
}

...for privacy I have, obviously, substituted "$match_pattern" for the
*actual* pattern the condition contains...

Custom action preparation code:

my $self = $Transaction;
my @lines = split(/\n/,$self->TicketObj->Transactions->First->Attachments->First->Content());

 foreach my $this_line ( @lines ){
   if ( $this_line =~ /Caller\'s Phone Number:/ ){;
       my ($caller) = ($this_line);
       return $caller;
       } else {
       next;
       }
 }
1;

Custom action cleanup code:

1;

The custom scrip this triggers:

Subject: AutoReply: Toll-free support call

A call from {$caller} has created [{$rtname} #{$Ticket->id()}] in the
Trouble Ticket system.

Unfortunately, the output I receive is:

A call from  has created [garagenet.com #NNN] in the Trouble Ticket system.


Clearly, although I have figured out how to create the correct trigger
condition, I have *not* determined how to parse the initial email.
Does anyone have any idea what I'm doing wrong? Is there any tutorial
on the RT Ticket/Transaction object schema, as it relates to accessing
aspects of it in a custom scrip?

Any help will, truly, be gratefully appreciated. Thanks in advance...

peace