I’m hoping someone can point me in a direction.
I’m trying to write a custom scrip that takes emails sent in reply to an RT ticket and merges it into an existing RT ticket. The existing ticket is in a queue. The issue I’m trying to overcome is that when the reply message comes back to RT the subject line is modified to where [tickets.xyz.com #] has been stripped from the subject line and replaced entirely with a new subject line. This then creates a second new ticket.
My thought process around what I want to accomplish,
When the reply comes in, the scrip search the content for [tickets.xyz.com #<ticket number]. I have seen in the reply message that the content contains the ticket number.
The scrip searches the queue for an existing ticket with a matching number to <ticket number> in the reply
Merge the tickets
Send a reply to all requestors in the existing RT ticket.
I haven’t been able to find good documentation on how to write scrip’s. (Like a scrip 101 guide). I’m working off examples of scrip’s from the contributor’s section of the Best practical Wiki, but having troubles.