Hello,
I have been trying without success to use ExtractCustomFields so that I can
populate some User custom fields as these are things that I don’t want to
repeat each time the user creates a ticket as that is bad form (from what I
was told when I started working with RT). I have it installed but am unsure
how to actually do this. I was pointed to the direction of RT::Record and
User_Overlay.pm but am getting nowhere fast. I think I just don’t know quite
enough to understand what I need to do
Example:
Ticket comes in and goes to the queue, etc. that it should with the proper
owner and requestor. This part works fine. Each user has a custom field
called ‘MAC Address’ and in the incoming ticket, it will have a ‘MAC
Address:’ line with the MAC address of the device we are requesting the info
from. This is the field that I need to populate but am unsure how to do.
Any help would be greatly appreciated. It was also suggested that I might
want to go to the training coming up in Oct. which I really want to go to,
but am at this point not sure I will be able to do so 
Regards,
Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212