Set Subject in if/then clause

RT Users
1

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Hi,
I’m trying to set up a different subject for different queues in the
same template (autoreply). This doesn’t seem to work:

{
if ($Ticket->QueueObj->Name eq ‘Work Queue’) {
“Output this”;
}
elsif ($Ticket->QueueObj->Name eq ‘Task Queue’) {
“Output that”;
}
else {
“Output other”;
}
}

Is there a way to get this work?

Thanks,
Giuseppe

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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2

I am pretty sure you can define that on the queue edit screen. I set up different subject prefixes per queue when I created them. As long as it is a per queue difference and not changes within a queue based on something else.

Someone correct me if I’m wrong.On Feb 1, 2012, at 6:03 AM, Giuseppe Sollazzo gsollazz@sgul.ac.uk wrote:

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Hash: SHA1

Hi,
I’m trying to set up a different subject for different queues in the
same template (autoreply). This doesn’t seem to work:

{
if ($Ticket->QueueObj->Name eq ‘Work Queue’) {
Subject: Helpdesk Job Logged: {$Ticket->Subject}
“Output this”;
}
elsif ($Ticket->QueueObj->Name eq ‘Task Queue’) {
Subject: Support Job Logged: {$Ticket->Subject}
“Output that”;
}
else {
“Output other”;
}
}

Is there a way to get this work?

Thanks,
Giuseppe

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston March 5 & 6, 2012
3

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I am pretty sure you can define that on the queue edit screen. I
set up different subject prefixes per queue when I created them. As
long as it is a per queue difference and not changes within a queue
based on something else.

Someone correct me if I’m wrong.

Sent from my mobile device.

Hi Joe,

thanks for that. Your suggestion changes only the SubjectTag, though.

What I’d like to understand is if my solution can be made to work - or
if there’s any reason why it shouldn’t. I might need to do more
versatile stuff than just adapting the Subject in that very simple
way, so if there’s anyone who can recommend how to do so, please let
me know.

Thanks,
Giuseppe

Hi, I’m trying to set up a different subject for different queues
in the same template (autoreply). This doesn’t seem to work:

{ if ($Ticket->QueueObj->Name eq ‘Work Queue’) { Subject: Helpdesk
Job Logged: {$Ticket->Subject} “Output this”; } elsif
($Ticket->QueueObj->Name eq ‘Task Queue’) { Subject: Support Job
Logged: {$Ticket->Subject} “Output that”; } else { “Output other”;
} }

Is there a way to get this work?

Thanks, Giuseppe

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston March 5 & 6, 2012

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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4

Hi Giuseppe

what is your definition of “This doesn’t seem to work” ?
what is the (bad) behaviour that you are seeing ?
Does an email get sent or not ?
What is its subject line and content ?
Anything in the logs ?

GerardOn 2012-02-01 12:03, Giuseppe Sollazzo wrote:

Hi,
I’m trying to set up a different subject for different queues in the
same template (autoreply). This doesn’t seem to work:

{
if ($Ticket->QueueObj->Name eq ‘Work Queue’) {
Subject: Helpdesk Job Logged: {$Ticket->Subject}
“Output this”;
}
elsif ($Ticket->QueueObj->Name eq ‘Task Queue’) {
Subject: Support Job Logged: {$Ticket->Subject}
“Output that”;
}
else {
“Output other”;
}
}

Is there a way to get this work?

Thanks,
Giuseppe

5

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Hi Giuseppe

what is your definition of “This doesn’t seem to work” ? what is
the (bad) behaviour that you are seeing ? Does an email get sent or
not ? What is its subject line and content ? Anything in the logs
?

Gerard

Hi Gerard,

I should have been clearer but I thought it was evident: the “Subject”
line is not valid Perl, so you can’t compile a script built that way.

The question is if there’s a standard way to add that directive (a
non-Perl one) within the if-clause.

Thanks,
Giuseppe> On 2012-02-01 12:03, Giuseppe Sollazzo wrote:

Hi, I’m trying to set up a different subject for different queues
in the same template (autoreply). This doesn’t seem to work:

{ if ($Ticket->QueueObj->Name eq ‘Work Queue’) { Subject:
Helpdesk Job Logged: {$Ticket->Subject} “Output this”; } elsif
($Ticket->QueueObj->Name eq ‘Task Queue’) { Subject: Support Job
Logged: {$Ticket->Subject} “Output that”; } else { “Output
other”; } }

Is there a way to get this work?

Thanks, Giuseppe

-------- RT Training Sessions
(http://bestpractical.com/services/training.html) * Boston March 5
& 6, 2012

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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6

Try something like

{ “Helpdesk Job Logged: {$Ticket->Subject} Output this”; }
elsif ($Ticket->QueueObj->Name eq ‘Task Queue’)
{ “Support Job Logged: {$Ticket->Subject} Output that”; }
else
{ “Output other”; }
}

In other words, your perl script should return a string.

GerardOn 2012-02-01 14:18, Giuseppe Sollazzo wrote:

On 01/02/12 13:08, Gerard FENELON wrote:

Hi Giuseppe

what is your definition of “This doesn’t seem to work” ? what is
the (bad) behaviour that you are seeing ? Does an email get sent or
not ? What is its subject line and content ? Anything in the logs
?

Gerard
Hi Gerard,

I should have been clearer but I thought it was evident: the “Subject”
line is not valid Perl, so you can’t compile a script built that way.

The question is if there’s a standard way to add that directive (a
non-Perl one) within the if-clause.

Thanks,
Giuseppe

On 2012-02-01 12:03, Giuseppe Sollazzo wrote:

Hi, I’m trying to set up a different subject for different queues
in the same template (autoreply). This doesn’t seem to work:

{ if ($Ticket->QueueObj->Name eq ‘Work Queue’) { Subject:
Helpdesk Job Logged: {$Ticket->Subject} “Output this”; } elsif
($Ticket->QueueObj->Name eq ‘Task Queue’) { Subject: Support Job
Logged: {$Ticket->Subject} “Output that”; } else { “Output
other”; } }

Is there a way to get this work?

Thanks, Giuseppe

7

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Hash: SHA1On 01/02/12 13:30, Gerard FENELON wrote:

Try something like

Subject: { if ($Ticket->QueueObj->Name eq ‘Work Queue’) { “Helpdesk
Job Logged: {$Ticket->Subject} Output this”; } elsif
($Ticket->QueueObj->Name eq ‘Task Queue’) { “Support Job Logged:
{$Ticket->Subject} Output that”; } else { “Output other”; } }

In other words, your perl script should return a string.

Gerard

Hi Gerard,
I begin to understand.

However, there is a problem with the {$Ticket->Subject} which I’m not
sure I know how to deal with

I get a subject line like:
Helpdesk Job Logged: {RT::Ticket=HASH(0x1034ec88)->Subject} Output that

which suggests the compiler is getting the object as a pointer rather
than its content. Any idea?

Thanks,
Giuseppe

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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8

I suspect my proposal is wrong
Try instead

{ "Helpdesk Job Logged: " . $Ticket->Subject . " Output this"; }
elsif ($Ticket->QueueObj->Name eq 'Task Queue')
{ "Support Job Logged: " . $Ticket->Subject . " Output that"; }
else
{ "Output other"; }
}

GerardOn 2012-02-01 14:30, Gerard FENELON wrote:

Try something like

Subject: { if ($Ticket->QueueObj->Name eq ‘Work Queue’)
{ “Helpdesk Job Logged: {$Ticket->Subject} Output this”; }
elsif ($Ticket->QueueObj->Name eq ‘Task Queue’)
{ “Support Job Logged: {$Ticket->Subject} Output that”; }
else
{ “Output other”; }
}

In other words, your perl script should return a string.

Gerard

On 2012-02-01 14:18, Giuseppe Sollazzo wrote:

On 01/02/12 13:08, Gerard FENELON wrote:

Hi Giuseppe

what is your definition of “This doesn’t seem to work” ? what is
the (bad) behaviour that you are seeing ? Does an email get sent or
not ? What is its subject line and content ? Anything in the logs
?

Gerard
Hi Gerard,

I should have been clearer but I thought it was evident: the “Subject”
line is not valid Perl, so you can’t compile a script built that way.

The question is if there’s a standard way to add that directive (a
non-Perl one) within the if-clause.

Thanks,
Giuseppe

On 2012-02-01 12:03, Giuseppe Sollazzo wrote:

Hi, I’m trying to set up a different subject for different queues
in the same template (autoreply). This doesn’t seem to work:

{ if ($Ticket->QueueObj->Name eq ‘Work Queue’) { Subject:
Helpdesk Job Logged: {$Ticket->Subject} “Output this”; } elsif
($Ticket->QueueObj->Name eq ‘Task Queue’) { Subject: Support Job
Logged: {$Ticket->Subject} “Output that”; } else { “Output
other”; } }

Is there a way to get this work?

Thanks, Giuseppe

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  • Boston March 5 & 6, 2012

Gerard FENELON Corporate Support
Emulation& Verification Engineering
2 bis, voie La Cardon
phone: +33 1 6453 2734 Parc Gutenberg
fax: +33 1 6453 2740 91120 Palaiseau
http://www.eve-team.com FRANCE

9

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Hi Gerard,
many thanks - that worked.

I really need to refresh my Perl…

Cheers,
GiuseppeOn 01/02/12 13:49, Gerard FENELON wrote:

I suspect my proposal is wrong Try instead

Subject: { if ($Ticket->QueueObj->Name eq ‘Work Queue’) { “Helpdesk
Job Logged: " . $Ticket->Subject . " Output this”; } elsif
($Ticket->QueueObj->Name eq ‘Task Queue’) { “Support Job Logged: "
. $Ticket->Subject . " Output that”; } else { “Output other”; } }

Gerard

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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10

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Hi Gerard,
many thanks - that worked.

I really need to refresh my Perl…

Cheers,
Giuseppe

I suspect my proposal is
wrong Try instead

     >

     > Subject: { if ($Ticket->QueueObj->Name eq 'Work
     Queue') { "Helpdesk

     > Job Logged: " . $Ticket->Subject . " Output this"; }
     elsif

     > ($Ticket->QueueObj->Name eq 'Task Queue') { "Support
     Job Logged: "

     > . $Ticket->Subject . " Output that"; } else { "Output
     other"; } }

     >

     > Gerard

Guiseppe - for reference, the syntax Gerard gave you came from the
fact that RT’s templates are Text::Templates and you can read more
about them on CPAN:

-kevin

11

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Guiseppe - for reference, the syntax Gerard gave you came from the
fact that RT’s templates are Text::Templates and you can read more
about them on CPAN:

http://search.cpan.org/dist/Text-Template/lib/Text/Template.pm

Hi Kevin - that’s what I was missing! This is very useful for further
developments. Many thanks!

G

-kevin

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston ? March 5 & 6, 2012

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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