[rt-users] Trouble with scrip to set status based on email subject

[Raed El-Hames]

Dave,

Your scrip is telling RT on Create (> > > Condition: On Create) => resolve the ticket.
You can either change your condition to User defined and add a bit of logic to your Custom condition: to identify ticket creation. Or keep your condition to On Create and move your:
my $match = "Order [0-9][0-9]+ has been cancelled by Google";
my $t_subject = $self->TicketObj->Subject;
if ( $t_subject =~ /$match/i ) {
return 1;
}
else {
return 0;
}

To the custom action prepare code.

Hope that helps ;
Roy

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-----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of ktm at rice.edu
> Sent: 30 August 2011 16:27
> To: Dave Pascoe
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Trouble with scrip to set status based on email
> subject
>
> Shouldn't that be TransactionBatch and not TransactionCreate?
>
> Cheers,
> Ken
>
> On Tue, Aug 30, 2011 at 11:17:54AM -0400, Dave Pascoe wrote:
> > Forgot to mention - running 4.0.2.
> >
> > -Dave
> >
> > On Tue, Aug 30, 2011 at 10:53 AM, Dave Pascoe <davekm3t at gmail.com>
> wrote:
> >
> > > Trying to set up this Scrip to set Resolved status based on email
> subject.
> > >  It is auto-closing all tickets.
> > > Any ideas?  I have to be missing something basic.  I already tested
> the
> > > regex match separately.  I also thought I had the logic reversed but
> tested
> > > it both ways (!~ and =~).
> > >
> > > TIA,
> > > Dave
> > >
> > > Description: Auto Close Google Checkout emails
> > > Condition: On Create
> > > Action: User Defined
> > > Template: Global Template: Blank
> > > Stage: TransactionCreate
> > >
> > > Custom condition:
> > > my $match = "Order [0-9][0-9]+ has been cancelled by Google";
> > > 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;
> > >
> > >
> > >
> > >
>
> > --------
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > *  Chicago, IL, USA ? September 26 & 27, 2011
> > *  San Francisco, CA, USA ? October 18 & 19, 2011
> > *  Washington DC, USA ? October 31 & November 1, 2011
> > *  Melbourne VIC, Australia ? November 28 & 29, 2011
> > *  Barcelona, Spain ? November 28 & 29, 2011
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Chicago, IL, USA  September 26 & 27, 2011
> *  San Francisco, CA, USA  October 18 & 19, 2011
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Melbourne VIC, Australia  November 28 & 29, 2011
> *  Barcelona, Spain  November 28 & 29, 2011