Re: [rt-users] Scrip for escalating priority based on to address from header
At Wednesday 1/30/2008 06:06 PM, Kimberly McKinnis wrote:
my $to =
$self-TicketObj-Transactions-First-Message-First-GetHeader('To');
if ($to =~/[EMAIL PROTECTED]/)
{
$self-TicketObj-SetPriority(98);
}
return 1;
It doesn't error, but it seems to be ignored entirely. I used 'my',
as the global variable was throwing errors about global symbol
requiring an explicit package name. Perhaps it's working and not parsing right?
Kimberley,
A very useful tool is the RT logger. If you put logging statements in
your code, they'll show up in the RT log, so you can see if your code
is being executed, examine variables etc. The code looks like this:
$RT::Logger-debug(I am here);
or
$RT::Logger-debug(Ticket number is: . $self-TicketObj-id );
Steve
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Re: [rt-users] Scrip for escalating priority based on to address from header
Perfect! I'm running logging in debug mode, but it's not enough... I
wanted to know what it thought $to was.
Thank you!
-Original Message-
From: Stephen Turner [mailto:[EMAIL PROTECTED]
Sent: Thursday, January 31, 2008 8:00 AM
To: Kimberly McKinnis
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Scrip for escalating priority based on to
address from header
At Wednesday 1/30/2008 06:06 PM, Kimberly McKinnis wrote:
my $to =
$self-TicketObj-Transactions-First-Message-First-GetHeader('To');
if ($to =~/[EMAIL PROTECTED]/)
{
$self-TicketObj-SetPriority(98);
}
return 1;
It doesn't error, but it seems to be ignored entirely. I used 'my', as
the global variable was throwing errors about global symbol requiring
an explicit package name. Perhaps it's working and not parsing right?
Kimberley,
A very useful tool is the RT logger. If you put logging statements in
your code, they'll show up in the RT log, so you can see if your code is
being executed, examine variables etc. The code looks like this:
$RT::Logger-debug(I am here);
or
$RT::Logger-debug(Ticket number is: . $self-TicketObj-id );
Steve
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Re: [rt-users] Scrip for escalating priority based on to address from header
Why do you have a package statement?
And $Ticket should be $self-TicketObj.
On 1/30/08, Kimberly McKinnis [EMAIL PROTECTED] wrote:
I've read up on priorities, but nothing I've seen quite fits my need. We
have two email addresses that both go to the same queue, an alert email and
a support email. The alert email also SMS's my mobile phone. I'd like to
have RT check the to: address from the header and set anything to the alert
email to a high priority. Then I can do things like a cron to check for
untouched emails with a high priority and alert us.
I've approached this with a user defined scrip in the server queue:
Custom condition: return 1;
Custom action prep code: return 1;
Custom action cleanup code:
package RT::User;
my $to = $Ticket-Transactions-First-Message-First-GetHeader('To');
if $to = ('[EMAIL PROTECTED]')
{
$self-TicketObj-SetPriority(98);
}
return 1;
When opening a new ticket, I see in rt.log:
[Wed Jan 30 18:56:16 2008] [error]: Scrip 16 Commit failed: Global symbol
$to requires explicit package name at (eval 2242) line 3.
Global symbol $Ticket requires explicit package name at (eval 2242) line
3.
syntax error at (eval 2242) line 4, near if $to
Global symbol $to requires explicit package name at (eval 2242) line 4.
(/usr/lib/rt/RT/Action/UserDefined.pm:81)
Obviously, I'm doing something very wrong, but I'm not clear what. Could
someone proofread this and let me know where I've gone wrong? Thanks!
~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607
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[rt-users] Scrip for escalating priority based on to address from header
I've read up on priorities, but nothing I've seen quite fits my need. We
have two email addresses that both go to the same queue, an alert email
and a support email. The alert email also SMS's my mobile phone. I'd
like to have RT check the to: address from the header and set anything
to the alert email to a high priority. Then I can do things like a cron
to check for untouched emails with a high priority and alert us.
I've approached this with a user defined scrip in the server queue:
Custom condition: return 1;
Custom action prep code: return 1;
Custom action cleanup code:
package RT::User;
my $to = $Ticket-Transactions-First-Message-First-GetHeader('To');
if $to = ('[EMAIL PROTECTED]')
{
$self-TicketObj-SetPriority(98);
}
return 1;
When opening a new ticket, I see in rt.log:
[Wed Jan 30 18:56:16 2008] [error]: Scrip 16 Commit failed: Global
symbol $to requires explicit package name at (eval 2242) line 3.
Global symbol $Ticket requires explicit package name at (eval 2242)
line 3.
syntax error at (eval 2242) line 4, near if $to
Global symbol $to requires explicit package name at (eval 2242) line
4.
(/usr/lib/rt/RT/Action/UserDefined.pm:81)
Obviously, I'm doing something very wrong, but I'm not clear what. Could
someone proofread this and let me know where I've gone wrong? Thanks!
~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607
___
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Commercial support: [EMAIL PROTECTED]
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Re: [rt-users] Scrip for escalating priority based on to address from header
Because I have no idea what I'm doing. Without, I still receive errors:
[Wed Jan 30 20:17:14 2008] [error]: Scrip 16 Commit failed: Global
symbol $to requires explicit package name at (eval 2305) line 1.
Global symbol $Ticket requires explicit package name at (eval 2305)
line 1.
syntax error at (eval 2305) line 2, near if $to
Global symbol $to requires explicit package name at (eval 2305) line
2.
(/usr/lib/rt/RT/Action/UserDefined.pm:81)
From: Todd Chapman [mailto:[EMAIL PROTECTED]
Sent: Wednesday, January 30, 2008 11:58 AM
To: Kimberly McKinnis
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Scrip for escalating priority based on to
address from header
Why do you have a package statement?
And $Ticket should be $self-TicketObj.
On 1/30/08, Kimberly McKinnis [EMAIL PROTECTED] wrote:
I've read up on priorities, but nothing I've seen quite fits my
need. We have two email addresses that both go to the same queue, an
alert email and a support email. The alert email also SMS's my mobile
phone. I'd like to have RT check the to: address from the header and set
anything to the alert email to a high priority. Then I can do things
like a cron to check for untouched emails with a high priority and alert
us.
I've approached this with a user defined scrip in the server
queue:
Custom condition: return 1;
Custom action prep code: return 1;
Custom action cleanup code:
package RT::User;
my $to =
$Ticket-Transactions-First-Message-First-GetHeader('To');
if $to = ('[EMAIL PROTECTED]')
{
$self-TicketObj-SetPriority(98);
}
return 1;
When opening a new ticket, I see in rt.log:
[Wed Jan 30 18:56:16 2008] [error]: Scrip 16 Commit failed:
Global symbol $to requires explicit package name at (eval 2242) line
3.
Global symbol $Ticket requires explicit package name at (eval
2242) line 3.
syntax error at (eval 2242) line 4, near if $to
Global symbol $to requires explicit package name at (eval
2242) line 4.
(/usr/lib/rt/RT/Action/UserDefined.pm:81)
Obviously, I'm doing something very wrong, but I'm not clear
what. Could someone proofread this and let me know where I've gone
wrong? Thanks!
~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607
___
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Commercial support: [EMAIL PROTECTED]
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Media.
Buy a copy at http://rtbook.bestpractical.com
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Re: [rt-users] Scrip for escalating priority based on to address from header
Kimberly,
I would starting by picking up a copy of Learning Perl. If you don't know
basic Perl syntax there is no way you will be able to write RT scrips. Try:
if ($to =~ /[EMAIL PROTECTED]/) {
{
$self-TicketObj-SetPriority(98);
}
I'll write it for you if you send me an HD Tivo. ;)
-Todd
On 1/30/08, Kimberly McKinnis [EMAIL PROTECTED] wrote:
Because I have no idea what I'm doing. Without, I still receive errors:
[Wed Jan 30 20:17:14 2008] [error]: Scrip 16 Commit failed: Global symbol
$to requires explicit package name at (eval 2305) line 1.
Global symbol $Ticket requires explicit package name at (eval 2305) line
1.
syntax error at (eval 2305) line 2, near if $to
Global symbol $to requires explicit package name at (eval 2305) line 2.
(/usr/lib/rt/RT/Action/UserDefined.pm:81)
--
*From:* Todd Chapman [mailto:[EMAIL PROTECTED]
*Sent:* Wednesday, January 30, 2008 11:58 AM
*To:* Kimberly McKinnis
*Cc:* rt-users@lists.bestpractical.com
*Subject:* Re: [rt-users] Scrip for escalating priority based on to
address from header
Why do you have a package statement?
And $Ticket should be $self-TicketObj.
On 1/30/08, Kimberly McKinnis [EMAIL PROTECTED] wrote:
I've read up on priorities, but nothing I've seen quite fits my need.
We have two email addresses that both go to the same queue, an alert email
and a support email. The alert email also SMS's my mobile phone. I'd like to
have RT check the to: address from the header and set anything to the alert
email to a high priority. Then I can do things like a cron to check for
untouched emails with a high priority and alert us.
I've approached this with a user defined scrip in the server queue:
Custom condition: return 1;
Custom action prep code: return 1;
Custom action cleanup code:
package RT::User;
my $to = $Ticket-Transactions-First-Message-First-GetHeader('To');
if $to = ('[EMAIL PROTECTED]')
{
$self-TicketObj-SetPriority(98);
}
return 1;
When opening a new ticket, I see in rt.log:
[Wed Jan 30 18:56:16 2008] [error]: Scrip 16 Commit failed: Global
symbol $to requires explicit package name at (eval 2242) line 3.
Global symbol $Ticket requires explicit package name at (eval 2242)
line 3.
syntax error at (eval 2242) line 4, near if $to
Global symbol $to requires explicit package name at (eval 2242) line
4.
(/usr/lib/rt/RT/Action/UserDefined.pm:81)
Obviously, I'm doing something very wrong, but I'm not clear what. Could
someone proofread this and let me know where I've gone wrong? Thanks!
~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607
___
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Re: [rt-users] Scrip for escalating priority based on to address from header
Sadly, I'm not cool enough to get you a free TiVo. Mine wasn't even free
:P
I have Learning Perl, I'm just floundering and it's all starting to look
the same
Condition: on create
Action: User Defined
Templayte: Global template: Blank
Stage: TransactionCreate
my $to =
$self-TicketObj-Transactions-First-Message-First-GetHeader('To');
if ($to =~/[EMAIL PROTECTED]/)
{
$self-TicketObj-SetPriority(98);
}
return 1;
It doesn't error, but it seems to be ignored entirely. I used 'my', as
the global variable was throwing errors about global symbol requiring an
explicit package name. Perhaps it's working and not parsing right?
From: Todd Chapman [mailto:[EMAIL PROTECTED]
Sent: Wednesday, January 30, 2008 12:23 PM
To: Kimberly McKinnis
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Scrip for escalating priority based on to
address from header
Kimberly,
I would starting by picking up a copy of Learning Perl. If you don't
know basic Perl syntax there is no way you will be able to write RT
scrips. Try:
if ($to =~ /[EMAIL PROTECTED]/) {
{
$self-TicketObj-SetPriority(98);
}
I'll write it for you if you send me an HD Tivo. ;)
-Todd
On 1/30/08, Kimberly McKinnis [EMAIL PROTECTED] wrote:
Because I have no idea what I'm doing. Without, I still receive
errors:
[Wed Jan 30 20:17:14 2008] [error]: Scrip 16 Commit failed:
Global symbol $to requires explicit package name at (eval 2305) line
1.
Global symbol $Ticket requires explicit package name at (eval
2305) line 1.
syntax error at (eval 2305) line 2, near if $to
Global symbol $to requires explicit package name at (eval
2305) line 2.
(/usr/lib/rt/RT/Action/UserDefined.pm:81)
From: Todd Chapman [mailto:[EMAIL PROTECTED]
Sent: Wednesday, January 30, 2008 11:58 AM
To: Kimberly McKinnis
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Scrip for escalating priority based on
to address from header
Why do you have a package statement?
And $Ticket should be $self-TicketObj.
On 1/30/08, Kimberly McKinnis [EMAIL PROTECTED] wrote:
I've read up on priorities, but nothing I've seen quite
fits my need. We have two email addresses that both go to the same
queue, an alert email and a support email. The alert email also SMS's my
mobile phone. I'd like to have RT check the to: address from the header
and set anything to the alert email to a high priority. Then I can do
things like a cron to check for untouched emails with a high priority
and alert us.
I've approached this with a user defined scrip in the
server queue:
Custom condition: return 1;
Custom action prep code: return 1;
Custom action cleanup code:
package RT::User;
my $to =
$Ticket-Transactions-First-Message-First-GetHeader('To');
if $to = ('[EMAIL PROTECTED]')
{
$self-TicketObj-SetPriority(98);
}
return 1;
When opening a new ticket, I see in rt.log:
[Wed Jan 30 18:56:16 2008] [error]: Scrip 16 Commit
failed: Global symbol $to requires explicit package name at (eval
2242) line 3.
Global symbol $Ticket requires explicit package name
at (eval 2242) line 3.
syntax error at (eval 2242) line 4, near if $to
Global symbol $to requires explicit package name at
(eval 2242) line 4.
(/usr/lib/rt/RT/Action/UserDefined.pm:81)
Obviously, I'm doing something very wrong, but I'm not
clear what. Could someone proofread this and let me know where I've gone
wrong? Thanks!
~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607
___
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Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from
O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
___
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Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
