Custom Field to populate the topic
before we used custmo field extractor

Condition: OnCreate
Action: User Defined
Template: Global blank
Stage: TransactionCreate

Custom prep code:

return 1;

custom cleanup code:

my $attachment = $self->TransactionObj->Attachments->First();
my $toHeader = $attachment->GetHeader('To');
my $topic = 'other';
if ($toHeader =~ /olc-(\w+)\@mit\.edu/i) {
 $topic = $1;
}
my $cf = RT::CustomField->new( $RT::SystemUser );
$cf->LoadByName( Queue => $self->TicketObj->QueueObj->Id, Name => 'Topic' );
$self->TicketObj->AddCustomFieldValue( Field => $cf, Value => $topic );
return 1;


--------------------------------------------------
Zephyr on ticket creation

Condition: OnCreate
Action: User Defined
Template: Global blank
Stage: TransactionCreate

Custom prep code:

return 1;

custom cleanup code:

my $tkt = $self->TicketObj;
my $topic = 'unspecified';
if ($tkt->CustomFieldValues('Topic')->First) {
   $topic = $tkt->CustomFieldValues('Topic')->First->Content;
}
my $addr = ($tkt->RequestorAddresses)[0];
if (! $addr) {  
   # Flag this for later
   $self->TicketObj->SetPriority(1);
   return 1;
}
my $subj = $tkt->Subject();
my $id = $tkt->Id();
my $msg = "New Question from $addr\n";
$msg .= "Topic: $topic\n";
$msg .= "Subject: $subj\n";
$msg .= "RT Ticket: $id";
system('/usr/athena/bin/zwrite', '-d', '-c', 'consult-auto', '-s', 'RT on help.mit.edu', '-m', $msg);
return 1;