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

[Kimberly McKinnis]

Sadly, I'm not cool enough to get you a free TiVo. Mine wasn't even free
:P
 
I have Learning Perl, I'm just floundering and it's all starting to look
the same
 
Condition: on create
Action: User Defined
Templayte: Global template: Blank
Stage: TransactionCreate
 
my $to =
$self->TicketObj->Transactions->First->Message->First->GetHeader('To');
if ($to =~/xx\-alert\@.*\.?tivo\.com/)
{
$self->TicketObj->SetPriority(98);
}
return 1;
 
It doesn't error, but it seems to be ignored entirely. I used 'my', as
the global variable was throwing errors about global symbol requiring an
explicit package name. Perhaps it's working and not parsing right?
 


________________________________

From: Todd Chapman [mailto:todd at chaka.net] 
Sent: Wednesday, January 30, 2008 12:23 PM
To: Kimberly McKinnis
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Scrip for escalating priority based on to
address from header


Kimberly,

I would starting by picking up a copy of Learning Perl. If you don't
know basic Perl syntax there is no way you will be able to write RT
scrips. Try:

if ($to =~ /xxx\-alert\@.*\.?tivo\.com/) {
{ 
$self->TicketObj->SetPriority(98); 
} 

I'll write it for you if you send me an HD Tivo. ;)

-Todd



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

	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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