Parse subject to extract keywords?

RT Users
1

Is there any way that I could parse the subject line to look for specific
words, and based on those words, have a scrip change to a specific queue?

Thanks,
Laura
View this message in context: http://www.nabble.com/Parse-subject-to-extract-keywords--tp16186548p16186548.html

2

Igrella,

Yep. Actually, the "scrip" would have a "user-defined" action, which

would be the code to check the type of transaction and if correct, check
for the value in the subject line and for each specific hit, set the
queue id to what you want in the “Custom Action Clean up” area.

Kenn
LBNLOn 3/20/2008 12:07 PM, lgrella wrote:

Is there any way that I could parse the subject line to look for specific
words, and based on those words, have a scrip change to a specific queue?

Thanks,
Laura

3

Is there any way that I could parse the subject line to look for specific
words, and based on those words, have a scrip change to a specific queue?

Hi Laura,

I have a scrip that does this. In the scrip, I have the following:

Condition: On Create
Action: User Defined
Template: Global Template: Blank

The “Custom action preparation code” is:

return 0 unless ($self->TicketObj->Subject =~ /^new request/i);
return 1;

And the “custom action clean up code” is:

$self->TicketObj->SetQueue( ‘service’ );
return 1;

You just need to change your regex and set the right queue names. You can
do multiple patterns that each set to a different queue as well.

Hope that is helpful,
Erik