[rt-users] Modify email and ticket subject for tickets created from email

[Don Smitheimer]

Hi All,

I managed to get this working pretty well, but I would like to know if there's a smarter way to implement it.

I have RT4.

Here's the overview:
We have attempted to adopt a standard email subject format of the form: "Env|Sev|Msg|Tickets," where Env is environment and can be Prod, SIT, etc.; Sev stands for Severity and can be of the form Sev-1, Sev-2, etc; Msg is the actual subject, and Tickets is a comma-separated string of tickets where the RT ticket will be the first.

The plan was to send an email to RT with the first 3 fields completed, RT will create the ticket and append the ticket number tag to the subject, such that subsequent emails will be captured by RT in the ticket.

It works on my RT sandbox.  I created a scrip and template to change the ticket subject and email subject.  The perl code does more than just append the tag.  I have logic to check for abbreviations for the different environments (such as using prd vs PROD), and using sev1 rather than Sev-1, etc.

Since the logic to change the subject for both the email and the ticket is basically the same, I need to maintain essentially the same code in both places.

My question: is there a smarter or better way to make this work?

Please note: I want to expand the requirement to change a ticket's custom fields based on subject contents. For example, if the subject has PROD, I want to automatically set the environment custom field to PROD.

Thanks much,
Don

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