Help with grabbing customfieldvalue at ticket creation

RT Users
1

To all,

We've been putting some custom field data in our templates for awhile,

but the tickets already exist. We are now trying to get some cf data on
an e_mail during creation and having some trouble. We’ve various
versions of "{$self->$Ticket->FirstCustomFieldValue(‘Description’)} and
also {my $Ticket_Description;
$Ticket_Description = $Ticket->FirstCustomFieldValue(‘Description’);
return $Ticket_Description;}

But to no avail. We need some help help here. Obviously, thereis

something I do not understand. Is this data just not available from the
ticket yet? I do not have the cf defined for a transaction. Thanks.

Kenn
LBNL

2 
But to no avail. We need some help help here. Obviously, thereis

something I do not understand. Is this data just not available from the
ticket yet? I do not have the cf defined for a transaction. Thanks.

Here’s what I have in one of my conditions for new tickets. It
basically checks to see if the field is valued, and if not, the action
will set a default value:

sub IsApplicable
{
my($self) = shift;

my($CFNAME) = 'FooBarBaz';

my($q) = $self->TicketObj->QueueObj;
my($cf) = new RT::CustomField $q->CurrentUser;

$cf->LoadByNameAndQueue(Name => $CFNAME, Queue => $q->id);
$cf->LoadByNameAndQueue(Name => $CFNAME, Queue => 0) unless $cf->id;
unless ($cf->id) {
	$RT::Logger->warning("Custom field '$CFNAME' isn't global or defined

for queue ‘" . $q->Name . "’");
return undef;
}

return ! $self->TicketObj->FirstCustomFieldValue($cf->id);

}

This works on 3.6.3

Regards,

joe
Joe Casadonte
joe.casadonte@oracle.com

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