[rt-users] custom scrip

[Andrew Elwell]

Hi folks,

I'm fairly new to rt (hey, but we're loving it so far) and are trying to
integrate it with our legacy helpdesk system (rt only handles
a subset of queries). I have hacked the legacy system to add 
in some extra headers and we want the following to happen

[pseudo code]
if ($requestor =~ /helpdesk at epcc.ed.ac.uk) {
  if (X-Helpdesk: =~ /epccmail/ ) { 
	extract X-Originator: into $requestor
	extract X-QueryNo into $CustomField->EPCC id
  } elsif ( X-Helpdesk =~ /saf/ ) {
	extract X-Queryno into $CustomField->SAF id
  }
}

The book doesn't really give me any clues as to useful ways of doing this
(apart from howto code the scrips) and I found the "ExtractCustomFieldValues" on the wiki.

Basically we just want emails from a certain address (existing helpdesk) 
that come into the general Q  to pre-populate some custom fields and set the 
requestor back to the *real* requestor and move helpdesk into a CC

I'm sure this is trivial, but I'm stumped on the syntax. The book seems to use a lot of $self-> but I got the impression this was becoming depreciated in recent mailing list posts.

oh, we're using rt 3.4.4 (debian package) with fastcgi on apache 2.2
fyi it works a treat with cosign (http://www.umich.edu/~umweb/software/cosign/) as we only have ~6 users who access the gui - all the others are rquestors.


Andrew


  


-- 
Andrew Elwell, System Administrator EPCC
Tel 0131 445 7833 (ACF Building)
Tel 0131 650 5023 (Rm 3309, JCMB)