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

[Kevin Falcone]

On Wed, Oct 14, 2009 at 08:20:14AM -0400, Kevin Squire wrote:
>    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....

The RT-Extension-ExtractCustomFieldValues was designed for the parsing
part of your task, although you may need a little extra code to handle
the From checking.

If it isn't firing at all, you probably want to use RT::Logger in your
Preparation code

-kevin
>    Every one of the incoming "Escalation" emails will have a set FROM and SUBJECT field....
>    FROM: [1]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 = '[2]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);
>    }
> 
>    --
>    [3]http://gentgeen.homelinux.org
> 
>    #############################################################
>    Associate yourself with men of good quality if you esteem
>    your own reputation; for 'tis better to be alone then in bad
>    company. - George Washington, Rules of Civility
> 
> References
> 
>    Visible links
>    1. mailto:tierone at foobar.com
>    2. mailto:tierone at foobar.com
>    3. http://gentgeen.homelinux.org/

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