[rt-users] Help with scrip example

[Edwards, James]

Hello all,

I'm hoping someone can point me in a direction.

I'm trying to write a custom scrip that takes emails sent in reply to an RT ticket and merges it into an existing RT ticket.  The existing ticket is in a queue.  The issue I'm trying to overcome is that when the reply message comes back to RT the subject line is modified to where [tickets.xyz.com #<ticket number>] has been stripped from the subject line and replaced entirely with a new subject line.  This then creates a second new ticket.


My thought process around what I want to accomplish,


1)      When the reply comes in, the scrip search the content for [tickets.xyz.com #<ticket number].  I have seen in the reply message that the content contains the ticket number.

2)      The scrip searches the queue for an existing ticket with a matching number to <ticket number> in the reply

3)      Merge the tickets

4)      Send a reply to all requestors in the existing RT ticket.

I haven't been able to find good documentation on how to write scrip's. (Like a scrip 101 guide).  I'm working off examples of scrip's from the contributor's section of the Best practical Wiki, but having troubles.



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