Parse ticket for words to prevent certain replies from reopening tickets

RT Users
1

I’m trying to write a scrip that will parse the content of a ticket transaction after the ticket has been resolved and prevent any ticket with the reply “thanks”, Thank you!, no problem, etc and variations of those from reopening the ticket as it throws our SLA metrics off. The only problem I’m running into is, I don’t know what object the ticket content is stored in. Is it a TranactionObj? (I’m assuming it is) If so, how do I assign that to a variable in the RT perl scrip. Once I have that part done, I should be good to go.

Thanks!

David Hollinger III
IT Infrastructure Coordinator
Handwriting Without Tears
(301)263-2700 ext 285
(402)430-3127

2

I’m trying to write a scrip that will parse the content of a ticket transaction after the
ticket has been resolved and prevent any ticket with the reply “thanks”, Thank you!, no
problem, etc and variations of those from reopening the ticket as it throws our SLA metrics
off. The only problem I’m running into is, I don’t know what object the ticket content is
stored in. Is it a TranactionObj? (I’m assuming it is) If so, how do I assign that to a
variable in the RT perl scrip. Once I have that part done, I should be good to go.

$self->TransactionObj->Content is the right place to start.
If you come up with something that works well for you, I know plenty
of other folks on the list would love to see your custom condition.

-kevin