Extracting data from "create" e-mail

RT Users
1

When an e-mail creates a new ticket in a specific queue I’d like to
populate some custom fields in the ticket with data extracted from the
e-mail body. I think the best way to do this is with a scrip that fires on
ticket creation in this queue. Is there a variable I can parse that holds
the body of the e-mail?

If someone already has a scrip that does this, feel free to share it!

Thanks,
Gene

Gene LeDuc, GSEC
Security Analyst
San Diego State University

2

When an e-mail creates a new ticket in a specific queue I’d like to
populate some custom fields in the ticket with data extracted from the
e-mail body. I think the best way to do this is with a scrip that fires
on ticket creation in this queue. Is there a variable I can parse that
holds the body of the e-mail?

The body of the email is included as an attachment to the ticket, and
you should have a ticket object available in the action part of the
scrip, so you should be able to get to it that way. Check out the
Ticket.pm and Ticket_Overlay.pm files for info on the Ticket API.

Regards,

joe
Joe Casadonte
joe.casadonte@oracle.com

========== ==========
== The statements and opinions expressed here are my own and do not ==
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========== ==========

3

Gene;
$self->TransactionObj->Content may help you .
Roy

Joe Casadonte wrote:> On 3/15/2007 12:21 PM, Gene LeDuc wrote:

When an e-mail creates a new ticket in a specific queue I’d like to
populate some custom fields in the ticket with data extracted from
the e-mail body. I think the best way to do this is with a scrip
that fires on ticket creation in this queue. Is there a variable I
can parse that holds the body of the e-mail?

The body of the email is included as an attachment to the ticket, and
you should have a ticket object available in the action part of the
scrip, so you should be able to get to it that way. Check out the
Ticket.pm and Ticket_Overlay.pm files for info on the Ticket API.