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

[Alex Peters]

Actually, I'm second-guessing my (untested) advice now because I suspect
that both scrips would run on the initial transaction—that is, the emailing
scrip might not necessarily pick up on the subject change because that
would be a different transaction.

I wonder whether both moving the subject-renaming scrip to execute first,
*and* modifying the emailing scrip to run at the "batch" stage might solve
your problem.


On 8 August 2014 00:55, Alex Peters <alex at peters.net> wrote:

> 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
>>
>
>
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