[rt-users] Follow-up question on Merge Ticket with existing ticket with the same subject

[rmp dmd]

Thanks for the help.  I was able to make the scrip below work.

The scrip was able to merge new ticket with Subject: "Test Ticket Subject"
to an existing ticket with the same subject.

Just few more questions:
- what to add on the scrip to ignore preceeding characters such as RE: and
FWD:? A new ticket with subject: "RE:  Test Ticket Subject" to an existing
ticket with the same subject
- the scrip does not merge new ticket with subject: "** PROBLEM alert -
Saturn backup server/DNS is CRITICAL **" to an existing ticket with the same
subject. Is there a syntax that I need to add for this?

All help will be greatly appreciated.


Thanks!
=====
my $problem_desc = undef;
my $Transaction = $self->TransactionObj;
my $subject = $Transaction->Attachments->First->GetHeader('Subject');
$problem_desc = $subject;
$RT::Logger->debug("This is the subject to match: $problem_desc");
# look for subject on existing tickets
my $search = RT::Tickets->new($RT::SystemUser);
$search->LimitQueue(VALUE => 'IT');
$search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR =>
'or');
$search->LimitStatus(VALUE => 'open', OPERATOR => '=');
if ($search->Count == 0) { return 1; }
my $id = undef;
my $same_desc = undef;
while (my $ticket = $search->Next) {
    # Ignore this ticket that opened this transaction
    next if $self->TicketObj->Id == $ticket->Id;
    $same_desc=$ticket->Subject;
   #if ($same_desc eq $problem_desc){
   if ($problem_desc eq $same_desc){
       # Found the same subject
       $RT::Logger->debug("SAME $same_desc and $problem_desc");
       $id = $ticket->Id;
       $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into
$id because of OA number match.");
       $self->TicketObj->MergeInto($id);
    }
}
$id || return 1;
1;













On Fri, Aug 14, 2009 at 9:41 AM, Rémi <mirebob at gmail.com> wrote:

> hi
> try using $TicketObj->SetSubject() function,
>
> $TicketObj->Subject is just an accessor method
>
> Rémi
>
>
> 2009/8/13 rmp dmd <rmp.dmd1229 at gmail.com>
>
>>   Hi,
>>
>> I'm using the scrip below to merge newly created ticket with existing
>> ticket with the same subject. However, im getting
>>
>> Scrip 36 Commit failed: Can't modify non-lvalue subroutine call at (eval
>> 1311) line 21.
>>
>> code for line 21 is :
>> $ticket->Subject = $same_desc;
>>
>> Im not exactly sure what the error means. Please help in making the scrip
>> work.
>>
>>
>> Thanks!
>>
>>
>>
>> ====
>>
>> my $problem_desc = undef;
>> my $Transaction = $self->TransactionObj;
>> my $subject = $Transaction->Attachments->First->GetHeader('Subject');
>> $problem_desc = $subject;
>> $RT::Logger->debug("This is the subject to match: $problem_desc");
>> # look for subject on existing tickets
>> my $search = RT::Tickets->new($RT::SystemUser);
>> $search->LimitQueue(VALUE => 'IT');
>> $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR =>
>> 'or');
>> $search->LimitStatus(VALUE => 'open', OPERATOR => '=');
>> if ($search->Count == 0) { return 1; }
>> my $id = undef;
>> my $same_desc = undef;
>> while (my $ticket = $search->Next) {
>>     # Ignore this ticket that opened this transaction
>>     next if $self->TicketObj->Id == $ticket->Id;
>>     $ticket->Subject = $same_desc;
>>     if ($same_desc eq $problem_desc){
>>        # Found the same subject
>>        $RT::Logger->debug("SAME $same_desc and $problem_desc");
>>        $id = $ticket->Id;
>>        $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . "
>> into $id because of OA number match.");
>>        $self->TicketObj->MergeInto($id);
>>     }
>> }
>> $id || return 1;
>> 1;
>>
>>
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