Set Priority via Email

RT Users
1

Has anyone used the contrib action ExtractCustomFieldVaules to set
priority? I’m currently using it to populate custom fields beautifully.

Brad Pinkston
Sr. Linux Systems Administrator
bradp@newmediagateway.com
office: 214.206.3485
mobile: 469.682.6487
eFax: 303.496.2712
http://support.newmediagateway.com http://support.newmediagateway.com/

2

Trey Brackenridge was nice enough to help me out. This was easy to do
and works perfectly. I’ve copied the list on this so that it gets added
into the archive.

Have a look at
http://archives.free.net.ph/message/20050222.154843.2f4d3874.en.html

I have not done it with ExtractCustomFieldValues, but I am currently
setting priority via email with the below Scrip. It looks for an email
header named “X-RT-Priority: <priority_value>”.

Desc: SetInitialPriority
Cond: On Create
Action: User Defined
Template: Global: Blank
Stage: TransactionCreate

Custom Cond:
Custom Prep:
return(1);
Custom Cleanup:
my $Transaction = $self->TransactionObj;
my $FirstAttachment = $Transaction->Attachments->First;
unless ( $FirstAttachment ) { return 1; }

 my $priority = $FirstAttachment->GetHeader("X-RT-Priority");

 if ($priority) {
    $self->TicketObj->SetPriority($priority);
    $RT::Logger->info("Found X-RT-Priority.  Set priority to:

$priority :");
}

 return( 1 );

I hope this is helpful.
Trey

Brad Pinkston
Sr. Linux Systems Administrator
E: bradp@newmediagateway.com
O: 214.206.3485
M: 469.682.6487
F: 303.496.2712
http://support.newmediagateway.comFrom: Torsten Brumm [mailto:tob@brummix.de]
Sent: Friday, November 11, 2005 8:28 AM
To: Brad Pinkston
Subject: Re: [rt-users] Set Priority via Email

Hi Brad,

can you pls explain how you have seted up? I’m fighting with this since
some weeks under RT 3.4.4 without success till now. Can you explain how
you have done this and which RT Version you are use?

Thanks

Torsten
Brad Pinkston schrieb:

Has anyone used the contrib action ExtractCustomFieldVaules to set
priority? I’m currently using it to populate custom fields
beautifully.

Brad Pinkston
Sr. Linux Systems Administrator
bradp@newmediagateway.com mailto:bradp@newmediagateway.com
office: 214.206.3485
mobile: 469.682.6487
eFax: 303.496.2712
http://support.newmediagateway.com
http://support.newmediagateway.com/

The rt-users Archives

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Buy your copy of our new book, RT Essentials, today!

Download a free sample chapter from http://rtbook.bestpractical.com

3

May it’s too late, but the wiki has another variant:
Request Tracker Wiki 11/11/05, Brad Pinkston bradp@newmediagateway.com wrote:

Trey Brackenridge was nice enough to help me out. This was easy to do
and works perfectly. I’ve copied the list on this so that it gets added
into the archive.

Have a look at
http://archives.free.net.ph/message/20050222.154843.2f4d3874.en.html

I have not done it with ExtractCustomFieldValues, but I am currently
setting priority via email with the below Scrip. It looks for an email
header named “X-RT-Priority: <priority_value>”.

Desc: SetInitialPriority
Cond: On Create
Action: User Defined
Template: Global: Blank
Stage: TransactionCreate

Custom Cond:
Custom Prep:
return(1);
Custom Cleanup:
my $Transaction = $self->TransactionObj;
my $FirstAttachment = $Transaction->Attachments->First;
unless ( $FirstAttachment ) { return 1; }

 my $priority = $FirstAttachment->GetHeader("X-RT-Priority");

 if ($priority) {
    $self->TicketObj->SetPriority($priority);
    $RT::Logger->info("Found X-RT-Priority.  Set priority to:

$priority :");
}

 return( 1 );

I hope this is helpful.
Trey

Brad Pinkston
Sr. Linux Systems Administrator
E: bradp@newmediagateway.com
O: 214.206.3485
M: 469.682.6487
F: 303.496.2712
http://support.newmediagateway.com

-----Original Message-----
From: Torsten Brumm [mailto:tob@brummix.de]
Sent: Friday, November 11, 2005 8:28 AM
To: Brad Pinkston
Subject: Re: [rt-users] Set Priority via Email

Hi Brad,

can you pls explain how you have seted up? I’m fighting with this since
some weeks under RT 3.4.4 without success till now. Can you explain how
you have done this and which RT Version you are use?

Thanks

Torsten
Brad Pinkston schrieb:

Has anyone used the contrib action ExtractCustomFieldVaules to set
priority? I’m currently using it to populate custom fields
beautifully.

Brad Pinkston
Sr. Linux Systems Administrator
bradp@newmediagateway.com mailto:bradp@newmediagateway.com
office: 214.206.3485
mobile: 469.682.6487
eFax: 303.496.2712
http://support.newmediagateway.com
http://support.newmediagateway.com/

The rt-users Archives

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Buy your copy of our new book, RT Essentials, today!

Download a free sample chapter from http://rtbook.bestpractical.com

The rt-users Archives

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Buy your copy of our new book, RT Essentials, today!

Download a free sample chapter from http://rtbook.bestpractical.com

Best regards, Ruslan.