[rt-users] Parsing Email Subject to insert into Custom Field

[Kevin Squire]

We have recently hired an outside company to be our "Tier-One" tech
support.  Every call they log sends us an email.  We are filtering out the
"Escalation" tickets and having those one added to our Helpdesk RT queue
(Thanks to procmail).  Now we need to parse the subject line of these
Escalated tickets and pull out the "Tier-One" Call ID # and have that dumped
into a custom field.  My perl skills are limited to none, so I have tried to
put together a few other scrips that I user and/or found to create one, but
it is not working as I expect (it seems like it does nothing at all, either
never applied, or is applied, but does not fill in the CustomField)... so I
come to the exports to look over my work....

Every one of the incoming "Escalation" emails will have a set FROM and
SUBJECT field....
FROM:  tierone at foobar.com
SUBJECT:  FooBar Helpdesk Call - 1234567 - Escalation


Condition: On Create
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate

---------------------------------------------------------------------
CUSTOM CONDITION
---------------------------------------------------------------------
  --left blank--

---------------------------------------------------------------------
CUSTOM ACTION PREPARATION CODE
---------------------------------------------------------------------
# Setup the check for the email address
my $from_address = 'tierone at foobar.com';

# Get who created this ticket and exit if it doesn't
# match the system address from above
my $requestor_address = lc($self->TicketObj->RequestorAddresses);
if ($requestor_address ne $from_address) {
  ## Not from my company, so don't want to parse the subject line
  return 0;
} else {
  return 1;
}


---------------------------------------------------------------------
CUSTOM ACTION CLEANUP CODE
---------------------------------------------------------------------
### Extract fields from e-mail
## my $MyName = "Scrip DNS:35:Commit (New Ticket)";
my $Transaction = $self->TransactionObj;
my $CurrentUser = $Transaction->CurrentUser;
my $Ticket = $self->TicketObj;
my $qNagme = 2;
my $NewPri = 90;
my $Content = $Ticket->Subject;
# The seperator is
my $sep = " - ";
chomp $sep;
$Content =~ s/\A$sep\n//s;
chomp $Content;
my ($issueCO, $issueID, $issueType) = split($sep, $Content);
set_custom('Escalation_ID',$issueID, 0);
# set_custom('Escalation_Type', $issueType, 0);
# set_custom('Incoming_Co', $userCO, 0);

### Leave this until last, it triggers the ack e-mail to requestor
$Ticket->SetPriority($NewPri);

### Sets custom field value
### Usage: set_custom($field_name, $field_value, $record_transaction)
sub set_custom {
  my ($CFName, $CFValue, $record) = @_;
  my $cf = RT::CustomField->new($RT::SystemUser);
  my ($id,$msg) = $cf->LoadByName(Name=>$CFName,);
  if (!$id) {
    $RT::Logger->debug("$MyName: Couldn't load CF ($CFName)");
    return undef;
  }
  ($id, $msg) = $Ticket->AddCustomFieldValue
     (Field=>$cf, Value=>$CFValue, RecordTransaction=>$record ? $record :
0);
}






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