gbereny at hotmail
Nov 11, 2003, 9:26 PM
Post #1 of 1
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Harvesting info from ticket history for back-end automation
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I am using RT2. I create tickets automatically when an email comes in. The
body of the email contains some text followed by <var>=<value> pairs
generated from a Web form. This text and the <var>=<value> pairs go
into the ticket as the first item in the history (first attachment to the
first
transaction).
What I want to do is immediately (i.e., OnCreate) harvest and process this
info in the history in order to automate some back-end activities. I am in
the
Commit method of an Action scrip (this is RT2 so this is a standalone Perl
script in .../libRT/Actions) invoked OnCreate.
Can someone please show me the code or syntax for getting the contents of
the history (the first attachment to the first transaction of the ticket)
into a
string? I guess it's more complex to grab these history/attachment contents
than to grab the ticket status or transaction date or some such and I have
not
been able to get the syntax right or to find just what I need in the
rt-devel
list archive.
Thank you,
Gabe
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