Filtering content before ticket creation

RT Users
1

I have a network monitoring system and I’d like the
system to autogenerate tickets in RT. The problem I have
is that I need to filter the incoming mail for certain tokens
and fill some custom fields in the newly created ticket.

I assume that’s to be done with a Scrip like this:

Condition: OnTicketCreate
Action: Take email’s or ticket’s body, parse it and assign values to
custom field variables on the ticket objecty.

Is that approach correct?

Naturally, all pointers to implementig custom actions are welcome…

Thanks in advance,

Jan

Jan Algermissen http://www.topicmapping.com
Consultant & Programmer http://www.gooseworks.org

2

Jan Algermissen wrote:

I have a network monitoring system and I’d like the
system to autogenerate tickets in RT. The problem I have
is that I need to filter the incoming mail for certain tokens
and fill some custom fields in the newly created ticket.
Someone have posted contribution that help aoutmate such thing in
someway. I don’t try it yet. Google.

I assume that’s to be done with a Scrip like this:

Condition: OnTicketCreate
Action: Take email’s or ticket’s body, parse it and assign values to
custom field variables on the ticket objecty.
Generally right approach.

Is that approach correct?

Naturally, all pointers to implementig custom actions are welcome…
Really look in archives. Try to do something and you’ll get in troubles
with code post it with questions.