Sorry for the delay. The condition isn't an issue here as the scrip will apply to everything that comes into the queue. I know I can change the subject easily with:
$self->TicketObj->SetSubject( "EXTRACTED VALUE" ); Where I'm stumbling is in extracting the desired info from the history on the ticket and turning that into a usable for the SetSubject string. Tx, Rob -----Original Message----- From: [email protected] [mailto:[email protected]] On Behalf Of Ruslan Zakirov Sent: Tuesday, May 24, 2011 4:42 PM To: Sullivan, Rob Cc: [email protected] Subject: Re: [rt-users] scrip to change subject for tickets created w/rt-mailgate Hi, You need scrips for sure. Start writing required condition. Put something trivial as action, for example log a string into log files with $RT::Logger object. As condition you need something like: on create and subject is "event active!". Wiki has snippets for all of that. Try. Return back if you fail with more questions. On Tue, May 24, 2011 at 11:00 PM, Sullivan, Rob <[email protected]> wrote: > Management here has requested that all major and critical alarms from > our monitoring system are emailed to RT as well as the pagers so that we > can run daily reports on the tickets and provide a high level view of > what's happened overnight for engineering. The monitoring package sends > out email with the subject line "Event Active!" and the vendor has > informed us this can't change. Subsequently we'd like to have the event > message which is currently contained in the message body show up in the > subject field on the ticket so that the queue view and subsequent > reports will show the nature of each ticket without having to open it. > For instance, a ticket which currently looks like this: > > Sub: Event Active! > Body: 110524 06:34:00 ISD4000 LVL=Maj 10.31.50.11 Redundant card in > slot 4 is active, check health of client modules - Active! > > Would look like this: > > Sub: LVL=Maj 10.31.50.11 Redundant card in slot 4 is active, check > health of client modules - Active! > Body: 110524 06:34:00 ISD4000 LVL=Maj 10.31.50.11 Redundant card in > slot 4 is active, check health of client modules - Active! > > I'm not sure where to start as far as the scrip and template go. Any > suggestions? > Thanks, > > Rob Sullivan > Systems Engineer, Peerless Network Inc > [email protected] > 312-506-0948 > > > -- Best regards, Ruslan.
