Thank you very much Raed.
This problem explains while I merging the newly created tickets to a ticket
with status 'new' on the top of the list.
I need to merge new ticket to an existing ticket with subject matching **
PROBLEM - any words - CRITICAL ** .
1st request, this is a match: #2316: ** PROBLEM alert - Echo PC02/check_usa
is CRITICAL **
2nd request, this is a match: #2317: ** PROBLEM alert - Echo PC02/check_usa
is CRITICAL **
The existing ticket has an ID: 2312 with Subject: ** PROBLEM alert - Echo
PC02/check_usa is CRITICAL **
I will merge ticket 2316 and 2317 with 2312.
Somehow this merge to a ticket DRP with ID 720. This is ticket is on the
top of IT queue list
223 Centralize Sever login open IT
668 test on Saturn open IT
720 DRP new IT
745 Backup - all corporate open IT
873 Image Ken Gen open IT
1135 DSS-3 tapes new IT
Below is the script. I hope somebody can help.
Thanks!
Roehl
my $oa = undef;
my $Transaction = $self->TransactionObj;
my $subject = $Transaction->Attachments->First->GetHeader('Subject');
if ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
$oa = $1;
#$RT::Logger->debug("Found oa: $oa");
}
else { return 1; }
my $TicketsObj = RT::Tickets->new($RT::SystemUser);
$TicketsObj->LimitQueue(VALUE => 'IT');
$TicketsObj->LimitStatus(VALUE => 'new');
$TicketsObj->LimitStatus(VALUE => 'open');
if ($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;
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