On Transaction Extract Subject Tag of correspondence and add to ticket subject (shown when searching tickets)

RT Users
1

I’m wondering if this is something I should be capable of doing, however right now it eludes me.

For standard requests which have common subjects, for example, Subject: CUSTOMER NAME - PHONE NUMBER

I’m attempting to write a scrip which then enables us to replace ticket’s subject with the transaction’s subject line, so if say we’re doing an order for a customer, and in this case the order is rejected, the person who rejected it would add “REJECTED” to the subject: CUSTOMER NAME - PHONE NUMBER REJECTED.

I’m wondering if there is a way as the subject here says, to extract the correspondence subject (changed subject from the email reply) and change the ticket title accordingly…

Yes, this is a re-email of something I had gotten no response on AFAIK - Carbon60: Cloud Consulting - Services and Solutions

I’ve tried “On Transaction Extract Subject Tag with template Transaction”
Condition: On Transaction
Action: Extract Subject Tag
Template: Global Template: Transaction
Stage: Transaction Create

With no luck.

Has anyone had any success with this?

Kris Germann
Supervisor, Sales & Technical Support
Fibernetics Corporation
freephoneline.ca
605 Boxwood Drive
Cambridge ON, N3E1A5

2

I’m wondering if this is something I should be capable of doing, however right now it eludes me.

For standard requests which have common subjects, for example, Subject: CUSTOMER NAME - PHONE NUMBER

I’m attempting to write a scrip which then enables us to replace ticket’s subject with the transaction’s subject line, so if say we’re doing an order for a customer, and in this case the order is rejected, the person who rejected it would add “REJECTED” to the subject: CUSTOMER NAME - PHONE NUMBER REJECTED.

I’m wondering if there is a way as the subject here says, to extract the correspondence subject (changed subject from the email reply) and change the ticket title accordingly…

Yes, this is a re-email of something I had gotten no response on AFAIK - Carbon60: Managed Cloud Services

I’ve tried “On Transaction Extract Subject Tag with template Transaction”
Condition: On Transaction
Action: Extract Subject Tag
Template: Global Template: Transaction
Stage: Transaction Create

The Extract Subject Tag scrip action isn’t really what you want, it is
used when two RTs talk to each other to maintain the subject tags
(which are the [foo #1234] parts of a subject.

You’ll need to write a custom Scrip that updates the ticket’s subject.

-kevin