[rt-users] Change ticket subject before first outgoing correspondence.

Alex Peters alex at peters.net
Thu Aug 7 10:55:20 EDT 2014


You can adjust the order in which scrips run by moving them up and down in
the list.

I'm guessing that both scrips have the "on create" condition.  Simply swap
their order on the queue's Scrips page (or the global one if necessary),
and I believe everything should work as you expect.


On 7 August 2014 22:52, Michael Mol <mikemol at gmail.com> wrote:

> So I have a scrip which runs at at the TransactionCreate stage for a
> queue, checks the subject and the body, and then rewrites the subject
> to something informative.
>
> It works; when I look at the ticket for inbound emails matching the
> condition, the subject is precisely what I want it to be.
>
> Except that the first outgoing email is sent before the subject is
> rewritten; in my inbox, the message still reflects the original title.
> This happens whether I put my scrip's action code in the prepare or
> cleanup stages.
>
> From an external perspective, this is what the sequence looks like:
>
> 1. RT receives an email with a subject of "Foo" and a body of "Bar\nBaz"
> 2. RT sends me an email with a subject of "[queuename #999] Foo" and a
> boxy including "Bar\nBaz"
> 3. I look at queuename #999, and I see a ticket with subject of Bar -- Baz.
>
> While what I *want* to happen is:
>
> 1. RT receives an email with a subject of "Foo" and a body of "Bar\nBaz"
> 2. RT sends me an email with a subject of "queuename #999] Bar -- Baz"
> 3. I look at queuename #999, and I see a ticket with a subject of Bar --
> Baz.
>
> How do I get that first email to reflect the desired ticket subject?
>
> --
> :wq
> --
> RT Training - Boston, September 9-10
> http://bestpractical.com/training
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20140808/2afdf44d/attachment.html>


More information about the rt-users mailing list