Hello, I am working on a problem here in which our after-hours support, with their own ticketing system submits tickets to our RT via an automated process.
Each ticket comes in with a subject similar to "[1234567] Escalation - Customer name - Customer Issue" I am using ExtractCustomField (probably not the exact name there) to extract the ticket number in brackets from the subject and populate a corresponding Custom Field in their queue. This part is working properly. L:) What I am trying to do now, is on each ticket submission, Extract that field and then check to see if there is another ticket that has that same number in the custom field and if they match, merge the tickets. I found this code in the mailing list archives that claims to do so, but it would appear that it is not running on my system when I try to use it (I am using 3.8.1 btw) This is what I did in the scrip: my $TicketsObj = RT::Tickets->new($RT::SystemUser); $TicketsObj->LimitQueue(VALUE => 'AfterHoursSupport'); $TicketsObj->LimitCustomField(CUSTOMFIELD => 'AfterHoursTicketNumber', OPERATOR => '=', VALUE => $AHTixNum); if ($TicketsObj->Count == 0) { return 1; } my $id = undef; while (my $ticket = $TicketsObj->Next) { next if $self->TicketObj->Id == $ticket->Id; $id = $ticket->Id; last; } $id || return 1; $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into $id because of OA number match."); $self->TicketObj->MergeInto($id); 1; Now, perhaps I put the scrip in incorrectly? I am not sure, so here is how I put the scrip into the system. Also, maybe something has changed that I am not aware of that would mean this scrip needs to be written differently at this point. I have enabled debugging in the scrip, but never see anything in the log, so this would appear to mean it is either A) Not running or B) not getting anywhere. Description : 001-New or Merge After Hours Support Condition : On Create Action : User Defined Template : Global Template: Blank Stage : TransactionCreate Custom Condition : n/a // Above code here Custom Action Preparation code : n/a // Above code here Custom action Cleanup Code :n/a I have tried placing the above code in both the Custom Condition and the Custom Action Preparation Code sections but I cannot seem to get it to run at all. I am assuming that I have done something incorrectly because I don't really know what I am doing here, but figured I should ask :-) so that I can hopefully make it work as intended :-) Any insight would be appreciated Greg Evans Hood Canal Communications (360) 898-2481 ext.212
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