AddCustomFieldValue to child ticket created via scrip?

RT Developers
1

I have a scrip that uses the Action: Create Tickets. When the child ticket is created I need to populate some custom fields using data from the parent.

Fetching the data from the parent ticket is no problem but I cannot figure out how to AddCustomFieldValue to the child ticket.

Would anyone care to give me some clues?

2

Are you running the scrip on the child ticket? As in $self->TicketObj is the child? I’d think adding the value would just work

3

I’m not running the scrip on the child ticket.

-Ticket in Queue-A is created or modified.
-A scrip configured with a User Defined Condition checks the values of a few fields. If the correct conditions exist, the condition ‘returns 1’ and the Action: Create Tickets is triggered, using a specific Template.
-Template sets the Subject and Body of the Child Ticket.

I’ve tried using the Template to populate fields but it appears Templates can only fetch/display data, they cannot modify Custom Fields. Somebody please correct me if I’m wrong about that.

So far all I can think to do is stop using the built-in Create Tickets Action and instead write a custom Action that creates the child, grabs the child ticket ID, then modifies the field.

4 
       CustomField-<id#> => custom field value
       CF-name           => custom field value
       CustomField-name  => custom field value

Do one of those styles work in the template?

5

Trying to add anything like this to the template prevents the child ticket from being created. So far I’m not seeing any errors in the log.

{$self->TicketObj->AddCustomFieldValue( Field => ‘username’, Value => “victory”)}

I think I’ll try creating the child ticket manually so I can get its id and modify it that way. I haven’t found any examples of someone using AddCustomFieldValue in a Template which makes me think it isn’t actually possible.

6

Can you share the template code? You don’t need this right?

{$self->TicketObj->AddCustomFieldValue( Field => ‘username’, Value => “username”)}

You can have:
CF-username => username

7

Sure, here’s my working template. Any attempts to add perl that modifies customfields prevents the child ticket from being created at all.

===Create-Ticket: allocations
Subject: {$Tickets{'TOP'}->FirstCustomFieldValue('equipment needed')} for new employee - {$Tickets{'TOP'}->FirstCustomFieldValue('Full Name')}
Parents: TOP
Queue: test2
UpdateType: comment
Content: 
{$Tickets{'TOP'}->DueObj->AsString}
{$Tickets{'TOP'}->Transactions->First->Content}
ENDOFCONTENT
8

Problem solved. I stopped using the built-in Create Tickets action and wrote my own.

my $childQueue = "allocations";

# Create the child ticket & establish the link
my $parent = $self->TicketObj;
my $child_ticket = RT::Ticket->new(RT->SystemUser);
my ($child_id, $child_TransObj, $errormsg) =
	$child_ticket->Create( 
                   Queue => $childQueue,
			       Subject => $parent->FirstCustomFieldValue('equipment needed').' for new employee - '.$parent->FirstCustomFieldValue('Full Name'),
			       Parents => $parent->Id,
			       Requestor => $parent->RequestorAddresses,
			       Cc => $parent->CcAddresses,
			     );


$child_ticket->Load($child_id);
$child_ticket->AddCustomFieldValue( Field => 'Scheduled Pickup Date', Value => $parent->Due );
$child_ticket->Comment( Content => $parent->Transactions->First->Content );