CONTACT: This is version 5 of ExtractCustomFieldValue which is a contribution to the RT System , as modified by Best Practical for customer use. All bug reports and support requests should be referred to Best Practical . ACKNOWLEDGEMENT: ExtractCustomFieldValue was originally written by Dirk Pape . PURPOSE: ExtractCustomFieldValue consists of a new ScripAction "ExtractCustomFieldValue", which can be used to scan incoming requests to set values of custom fields. INSTALL: perl Makefile.PL make install make initdb USE: To use the ScripAction you have to create a Template and a Scrip in RT. The Template consists of the lines which control the scanner. All non comment lines are of the following format: |||| where is the name of a custom field (must be created in RT) If this field is blank, the match will be run and Postcmd will be executed, but no custom field will be updated. Use this if you need to execute other RT code based on your match. is either a Name of an email header or "body" to scan the body of the email is a reg. expr. to find a match in the header or body if the MatchString matches a comma separated list and the cf is a multi value cf then each item in the list is added as a separate value is a perl command to be evaluated on $_, where $_ is either $1 or $& from the match performed with is a string of letters which may control some aspects. In this time the only letter with a meaning is "q": q - (quiet) do not record a transaction when adding a CFV you can change the Separator string (initially "\|") during the template with a line Separator= e.g. Separator=\|--\| this may be necessary, if you want to use a "|" in one of the patterns in the controlling lines. an example template with some further explanations is installed on "make install" or "make insert-template". Your new Scrip should use a ScripAction of 'Extract Custom Field Values' with a Template pointing to your code (see the CustomFieldScannerExample template for examples and further documentation);