Trouble with scrip to set status based on email subject

Trying to set up this Scrip to set Resolved status based on email subject.
It is auto-closing all tickets.
Any ideas? I have to be missing something basic. I already tested the
regex match separately. I also thought I had the logic reversed but tested
it both ways (!~ and =~).

TIA,
Dave

Description: Auto Close Google Checkout emails
Condition: On Create
Action: User Defined
Template: Global Template: Blank
Stage: TransactionCreate

Custom condition:
my $match = “Order [0-9][0-9]+ has been cancelled by Google”;
my $t_subject = $self->TicketObj->Subject;
if ( $t_subject =~ /$match/i ) {
return 1;
}
else {
return 0;
}

Custom action preparation code:

return 1;

Custom action cleanup code:

$self->TicketObj->SetStatus( “resolved” );
return 1;

Forgot to mention - running 4.0.2.

-DaveOn Tue, Aug 30, 2011 at 10:53 AM, Dave Pascoe davekm3t@gmail.com wrote:

Trying to set up this Scrip to set Resolved status based on email subject.
It is auto-closing all tickets.
Any ideas? I have to be missing something basic. I already tested the
regex match separately. I also thought I had the logic reversed but tested
it both ways (!~ and =~).

TIA,
Dave

Description: Auto Close Google Checkout emails
Condition: On Create
Action: User Defined
Template: Global Template: Blank
Stage: TransactionCreate

Custom condition:
my $match = “Order [0-9][0-9]+ has been cancelled by Google”;
my $t_subject = $self->TicketObj->Subject;
if ( $t_subject =~ /$match/i ) {
return 1;
}
else {
return 0;
}

Custom action preparation code:

return 1;

Custom action cleanup code:

$self->TicketObj->SetStatus( “resolved” );
return 1;

Shouldn’t that be TransactionBatch and not TransactionCreate?

Cheers,
KenOn Tue, Aug 30, 2011 at 11:17:54AM -0400, Dave Pascoe wrote:

Forgot to mention - running 4.0.2.

-Dave

On Tue, Aug 30, 2011 at 10:53 AM, Dave Pascoe davekm3t@gmail.com wrote:

Trying to set up this Scrip to set Resolved status based on email subject.
It is auto-closing all tickets.
Any ideas? I have to be missing something basic. I already tested the
regex match separately. I also thought I had the logic reversed but tested
it both ways (!~ and =~).

TIA,
Dave

Description: Auto Close Google Checkout emails
Condition: On Create
Action: User Defined
Template: Global Template: Blank
Stage: TransactionCreate

Custom condition:
my $match = “Order [0-9][0-9]+ has been cancelled by Google”;
my $t_subject = $self->TicketObj->Subject;
if ( $t_subject =~ /$match/i ) {
return 1;
}
else {
return 0;
}

Custom action preparation code:

return 1;

Custom action cleanup code:

$self->TicketObj->SetStatus( “resolved” );
return 1;


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

  • Chicago, IL, USA ? September 26 & 27, 2011
  • San Francisco, CA, USA ? October 18 & 19, 2011
  • Washington DC, USA ? October 31 & November 1, 2011
  • Melbourne VIC, Australia ? November 28 & 29, 2011
  • Barcelona, Spain ? November 28 & 29, 2011

I tried TransactionBatch, same result.On Tue, Aug 30, 2011 at 11:26 AM, ktm@rice.edu ktm@rice.edu wrote:

Shouldn’t that be TransactionBatch and not TransactionCreate?

Cheers,
Ken

On Tue, Aug 30, 2011 at 11:17:54AM -0400, Dave Pascoe wrote:

Forgot to mention - running 4.0.2.

-Dave

On Tue, Aug 30, 2011 at 10:53 AM, Dave Pascoe davekm3t@gmail.com wrote:

Trying to set up this Scrip to set Resolved status based on email
subject.

It is auto-closing all tickets.
Any ideas? I have to be missing something basic. I already tested the
regex match separately. I also thought I had the logic reversed but
tested

it both ways (!~ and =~).

TIA,
Dave

Description: Auto Close Google Checkout emails
Condition: On Create
Action: User Defined
Template: Global Template: Blank
Stage: TransactionCreate

Custom condition:
my $match = “Order [0-9][0-9]+ has been cancelled by Google”;
my $t_subject = $self->TicketObj->Subject;
if ( $t_subject =~ /$match/i ) {
return 1;
}
else {
return 0;
}

Custom action preparation code:

return 1;

Custom action cleanup code:

$self->TicketObj->SetStatus( “resolved” );
return 1;


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

  • Chicago, IL, USA ? September 26 & 27, 2011
  • San Francisco, CA, USA ? October 18 & 19, 2011
  • Washington DC, USA ? October 31 & November 1, 2011
  • Melbourne VIC, Australia ? November 28 & 29, 2011
  • Barcelona, Spain ? November 28 & 29, 2011

Dave,

Your scrip is telling RT on Create (> > > Condition: On Create) => resolve the ticket.
You can either change your condition to User defined and add a bit of logic to your Custom condition: to identify ticket creation. Or keep your condition to On Create and move your:
my $match = “Order [0-9][0-9]+ has been cancelled by Google”;
my $t_subject = $self->TicketObj->Subject;
if ( $t_subject =~ /$match/i ) {
return 1;
}
else {
return 0;
}

To the custom action prepare code.

Hope that helps ;
Roy

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From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-
bounces@lists.bestpractical.com] On Behalf Of ktm@rice.edu
Sent: 30 August 2011 16:27
To: Dave Pascoe
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Trouble with scrip to set status based on email
subject

Shouldn’t that be TransactionBatch and not TransactionCreate?

Cheers,
Ken

On Tue, Aug 30, 2011 at 11:17:54AM -0400, Dave Pascoe wrote:

Forgot to mention - running 4.0.2.

-Dave

On Tue, Aug 30, 2011 at 10:53 AM, Dave Pascoe davekm3t@gmail.com wrote:

Trying to set up this Scrip to set Resolved status based on email
subject.

It is auto-closing all tickets.
Any ideas? I have to be missing something basic. I already tested
the

regex match separately. I also thought I had the logic reversed but
tested

it both ways (!~ and =~).

TIA,
Dave

Description: Auto Close Google Checkout emails
Condition: On Create
Action: User Defined
Template: Global Template: Blank
Stage: TransactionCreate

Custom condition:
my $match = “Order [0-9][0-9]+ has been cancelled by Google”;
my $t_subject = $self->TicketObj->Subject;
if ( $t_subject =~ /$match/i ) {
return 1;
}
else {
return 0;
}

Custom action preparation code:

return 1;

Custom action cleanup code:

$self->TicketObj->SetStatus( “resolved” );
return 1;


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

  • Chicago, IL, USA ? September 26 & 27, 2011
  • San Francisco, CA, USA ? October 18 & 19, 2011
  • Washington DC, USA ? October 31 & November 1, 2011
  • Melbourne VIC, Australia ? November 28 & 29, 2011
  • Barcelona, Spain ? November 28 & 29, 2011

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

  • Chicago, IL, USA September 26 & 27, 2011
  • San Francisco, CA, USA October 18 & 19, 2011
  • Washington DC, USA October 31 & November 1, 2011
  • Melbourne VIC, Australia November 28 & 29, 2011
  • Barcelona, Spain November 28 & 29, 2011

Thanks for the tips…my initial mistake was selecting OnCreate rather than
Custom Defined for the condition. Whoops.

Thanks, all.

Dave