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