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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