[rt-users] Scrip to auto-resolve a ticket based on subject

David Hooton david.hooton at platformnetworks.net
Fri Jul 31 08:56:46 EDT 2009


> It benefits the community if you reply/Cc to the list.

Apologies - I didn't hit reply all.

I have it working now, that wiki article helped me find my errors.  For others future reference here's what I wound up with:

Description: Auto Close Successful Backups
Condition:	On Create
Action: User Defined
Template:	Global Template: Blank
Stage: TransactionCreate

Custom condition:	
my $match = "Backup Report \[Successful\]";
my $t_subject = $self->TicketObj->Subject;
if ( $t_subject !~ /$match/i ) {
   return 1;
else {
   return 0;

Custom action preparation code:

return 1;

Custom action cleanup code:

$self->TicketObj->SetStatus( "resolved" );
  return 1;

This seems to be working really well now, thanks to Terence for his help.

Kind Regards,

David Hooton
Managing Director
Platform Networks

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