[rt-users] Parse ticket for words to prevent certain replies from reopening tickets

[Kevin Falcone]

On Mon, Feb 13, 2012 at 05:00:30PM -0500, David Hollinger wrote:
>    I'm trying to write a scrip that will parse the content of a ticket transaction after the
>    ticket has been resolved and prevent any ticket with the reply "thanks", Thank you!, no
>    problem, etc and variations of those from reopening the ticket as it throws our SLA metrics
>    off.  The only problem I'm running into  is, I don't know what object the ticket content is
>    stored in.  Is it a TranactionObj? (I'm assuming it is) If so, how do I assign that to a
>    variable in the RT perl scrip.   Once I have that part done, I should be good to go.

$self->TransactionObj->Content is the right place to start.
If you come up with something that works well for you, I know plenty
of other folks on the list would love to see your custom condition.

-kevin
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