Set due date from extracted field?

Does anyone know if you can set the due date based on a string/field in
the e-mail/body. I’m using ExtractCustomFieldValues for custom fields,
the functionality would be similar. I know this could be an issue for
the queue option (due in x days), ideally it could override that if
specified. I imagine I’ll need a custom scrip for this. Has anyone tried
to do this or has a good Scrip reference to get started?

Does anyone know if you can set the due date based on a string/field in
the e-mail/body. I’m using ExtractCustomFieldValues for custom fields,
the functionality would be similar. I know this could be an issue for
the queue option (due in x days), ideally it could override that if
specified. I imagine I’ll need a custom scrip for this. Has anyone tried
to do this or has a good Scrip reference to get started?

Just use this feature from ECFVs

is the name of a custom field (must be created in RT)
If this field is blank, the match will be run and Postcmd
will be executed, but no custom field will be updated.
Use this if you need to execute other RT code based on
your match.

You can call SetDue on the ticket

-kevin

Thanks for the reply, this could be very handy for other things as well.
I was able to make a User Defined action to accomplish the same thing,
it’s a variant of SetTicketPropertiesViaMail using the SetDue method. It
appears to be setting it in UTC though i’ll have to offset this to
reflect local time, the web interface seems to do this already.

Curtis

Kevin Falcone wrote:> On Thu, Aug 06, 2009 at 12:00:01PM -0400, Curtis Bruneau wrote:

Does anyone know if you can set the due date based on a string/field in
the e-mail/body. I’m using ExtractCustomFieldValues for custom fields,
the functionality would be similar. I know this could be an issue for
the queue option (due in x days), ideally it could override that if
specified. I imagine I’ll need a custom scrip for this. Has anyone tried
to do this or has a good Scrip reference to get started?

Just use this feature from ECFVs

is the name of a custom field (must be created in RT)
If this field is blank, the match will be run and Postcmd
will be executed, but no custom field will be updated.
Use this if you need to execute other RT code based on
your match.

You can call SetDue on the ticket

-kevin


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