Dave,
Your scrip is telling RT on Create (> > > Condition: On Create) => resolve the
ticket.
You can either change your condition to User defined and add a bit of logic to
your Custom condition: to identify ticket creation. Or keep your condition to
On Create and move your:
my $match = "Order [0-9][0-9]+ has been cancelled by Google";
my $t_subject = $self->TicketObj->Subject;
if ( $t_subject =~ /$match/i ) {
return 1;
}
else {
return 0;
}
To the custom action prepare code.
Hope that helps ;
Roy
>
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-----Original Message-----
> From: [email protected] [mailto:rt-users-
> [email protected]] On Behalf Of [email protected]
> Sent: 30 August 2011 16:27
> To: Dave Pascoe
> Cc: [email protected]
> Subject: Re: [rt-users] Trouble with scrip to set status based on email
> subject
>
> Shouldn't that be TransactionBatch and not TransactionCreate?
>
> Cheers,
> Ken
>
> On Tue, Aug 30, 2011 at 11:17:54AM -0400, Dave Pascoe wrote:
> > Forgot to mention - running 4.0.2.
> >
> > -Dave
> >
> > On Tue, Aug 30, 2011 at 10:53 AM, Dave Pascoe <[email protected]>
> wrote:
> >
> > > Trying to set up this Scrip to set Resolved status based on email
> subject.
> > > It is auto-closing all tickets.
> > > Any ideas? I have to be missing something basic. I already tested
> the
> > > regex match separately. I also thought I had the logic reversed but
> tested
> > > it both ways (!~ and =~).
> > >
> > > TIA,
> > > Dave
> > >
> > > Description: Auto Close Google Checkout emails
> > > Condition: On Create
> > > Action: User Defined
> > > Template: Global Template: Blank
> > > Stage: TransactionCreate
> > >
> > > Custom condition:
> > > my $match = "Order [0-9][0-9]+ has been cancelled by Google";
> > > my $t_subject = $self->TicketObj->Subject;
> > > if ( $t_subject =~ /$match/i ) {
> > > return 1;
> > > }
> > > else {
> > > return 0;
> > > }
> > >
> > > Custom action preparation code:
> > >
> > > return 1;
> > >
> > > Custom action cleanup code:
> > >
> > > $self->TicketObj->SetStatus( "resolved" );
> > > return 1;
> > >
> > >
> > >
> > >
>
> > --------
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > * Chicago, IL, USA ? September 26 & 27, 2011
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> > * Barcelona, Spain ? November 28 & 29, 2011
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Chicago, IL, USA September 26 & 27, 2011
> * San Francisco, CA, USA October 18 & 19, 2011
> * Washington DC, USA October 31 & November 1, 2011
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> * Barcelona, Spain November 28 & 29, 2011
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
