[rt-users] scrip to change subject for tickets created w/rt-mailgate

[Sullivan, Rob]

Sorry for the delay.  The condition isn't an issue here as the scrip will apply to everything that comes into the queue.  I know I can change the subject easily with:

  $self->TicketObj->SetSubject( "EXTRACTED VALUE" );

Where I'm stumbling is in extracting the desired info from the history on the ticket and turning that into a usable for the SetSubject string.
Tx,
Rob



-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: Tuesday, May 24, 2011 4:42 PM
To: Sullivan, Rob
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] scrip to change subject for tickets created w/rt-mailgate

Hi,

You need scrips for sure. Start writing required condition. Put
something trivial as action, for example log a string into log files
with $RT::Logger object. As condition you need something like: on
create and subject is "event active!". Wiki has snippets for all of
that. Try. Return back if you fail with more questions.

On Tue, May 24, 2011 at 11:00 PM, Sullivan, Rob
<rsullivan at peerlessnetwork.com> wrote:
> Management here has requested that all major and critical alarms from
> our monitoring system are emailed to RT as well as the pagers so that we
> can run daily reports on the tickets and provide a high level view of
> what's happened overnight for engineering.  The monitoring package sends
> out email with the subject line "Event Active!" and the vendor has
> informed us this can't change.  Subsequently we'd like to have the event
> message which is currently contained in the message body show up in the
> subject field on the ticket so that the queue view and subsequent
> reports will show the nature of each ticket without having to open it.
> For instance, a ticket which currently looks like this:
>
> Sub: Event Active!
> Body: 110524 06:34:00 ISD4000 LVL=Maj 10.31.50.11  Redundant card in
> slot 4 is active, check health of client modules - Active!
>
> Would look like this:
>
> Sub: LVL=Maj 10.31.50.11  Redundant card in slot 4 is active, check
> health of client modules - Active!
> Body: 110524 06:34:00 ISD4000 LVL=Maj 10.31.50.11  Redundant card in
> slot 4 is active, check health of client modules - Active!
>
> I'm not sure where to start as far as the scrip and template go.  Any
> suggestions?
> Thanks,
>
> Rob Sullivan
> Systems Engineer, Peerless Network Inc
> rsullivan at peerlessnetwork.com
> 312-506-0948
>
>
>



-- 
Best regards, Ruslan.