Changing status/owner via email

RT Users
1

hi
I was asked for what I had put in the scrip (I gave
the url to save clogging the list for those who could
help, but what the hey, heres what i did )

"set up ours so that it’s controllable via headers:
RTC-Set-Owner: whoever
RTC-Set-Status: resolved

You use scrips to do it. Set one to “On Correspond”
and then:

Action preparation:

1;

Action cleanup:

my $header = ‘RTC-Set-Owner’;
if
($self->TransactionObj->Attachments->First->GetHeader($header)
ne ‘’)
{

$self->TicketObj->SetOwner($self->TransactionObj->Attachments->First->GetHeader($header));
}
$header = ‘RTC-Set-Status’;
if
($self->TransactionObj->Attachments->First->GetHeader($header)
ne ‘’)
{

$self->TicketObj->SetStatus($self->TransactionObj->Attachments->First->GetHeader($header));
}
1;

"
I’m using RT 3.2.2 and nothing happens when I do the
above and from the log its not looking at my scrip
that has this. Can anyone verify this works on 3.2.2
or suggest another way to change owner/status via
email ?
Thanks
Elaine

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2

Yes. This works, but only if incoming email has special header fields.
In you previouse mail you said that you try to put info into subject.
Subject is header field, yes, but this scrip requires 'RTC-Set-Status’
field.

Elaine . wrote:

3

hi
I’ve put ‘RTC-Set-Status’ resolve and ‘RTC-Set-Status’
resolved in the subject but nothing happens, what
exactly should i put there ?
Thanks
Elaine

— “Ruslan U. Zakirov” Ruslan.Zakirov@acronis.com
wrote:

Yes. This works, but only if incoming email has
special header fields.
In you previouse mail you said that you try to put
info into subject.
Subject is header field, yes, but this scrip
requires ‘RTC-Set-Status’
field.

ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.com

4

Elaine . wrote:

hi
I’ve put ‘RTC-Set-Status’ resolve and ‘RTC-Set-Status’
resolved in the subject but nothing happens, what
exactly should i put there ?
:/, Elaine, RTC-Set-Status header field is one thing and subject is
different field. This scrip don’t check subject, from, to fields or mail
body. It checks special field RTC-Set-Status. Usually you can’t setup it
with MailAgents like mozilla mail, outlook…

Try next commit code:
my $content = $self->TransactionObj->Attachments->First->Content;
if( $content =~ m/^\QSet-Owner:\E\s*(\S+)\s*$/m ) {
$self->TicketObj->SetOwner( $1 );
}
if( $content =~ m/^\QSet-Status:\E\s*(\S+)\s*$/m ) {
$self->TicketObj->SetStatus( $1 );
}
1;

And put into mail body next line:
Set-Status: rejected
Don’t add empty spaces before Set-Status