I have a extension installed to allow a template to create linked tickets in certain situations.
Everything seems to work great except the query tool does not recognize the tickets in the queue.
If I go into the parent and see the children and vice versa. If I use the ticket number all is good
It just does not show up in any of the reports when selected. This is not an issue when I manually create the link ticket.
I am 4.0.6 and here is the template I am using the following template with a script that has the action of create tickets using this template.
If I am missing a line or a command that is causing the queue to not be visible please advise.
===Create-Ticket: Financial Aid and Scholarships - Referral
Referred-To-By: {$Tickets{‘TOP’}->Id}
Queue: Financial Aid and Scholarships - Referral
InitialPriority: 99
FinalPriority: 99
Requestor: {$Tickets{‘TOP’}->RequestorAddresses}
Type: approval
Content: This request is a referral from a phone customer for Financial Aid and Scholarships. The initial ticket has been closed but linked to this ticket for any pertinent information
ENDOFCONTENT
Thanks
Joe
Also: Note to Rus. I am having the Commandbymail extension added this coming week. Thank you very much for the suggestion
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - kirby@umbc.edu
You have Type: approval as one of your lines. Do you intend to create
approval tickets? (Approval tickets are used in the RT approvals
process: Customizing/Approvals - RT 5.0.5 Documentation - Best Practical)
If you just want regular tickets, try removing that line.On 4/21/13 1:30 PM, Joe Kirby wrote:
I have a extension installed to allow a template to create linked tickets in certain situations.
Everything seems to work great except the query tool does not recognize the tickets in the queue.
If I go into the parent and see the children and vice versa. If I use the ticket number all is good
It just does not show up in any of the reports when selected. This is not an issue when I manually create the link ticket.
I am 4.0.6 and here is the template I am using the following template with a script that has the action of create tickets using this template.
If I am missing a line or a command that is causing the queue to not be visible please advise.
===Create-Ticket: Financial Aid and Scholarships - Referral
Subject: Financial Aid and Scholarships - Referral has been requested from a Phone request for {$Tickets{‘TOP’}->Subject}
Referred-To-By: {$Tickets{‘TOP’}->Id}
Queue: Financial Aid and Scholarships - Referral
InitialPriority: 99
FinalPriority: 99
Requestor: {$Tickets{‘TOP’}->RequestorAddresses}
Type: approval
Content: This request is a referral from a phone customer for Financial Aid and Scholarships. The initial ticket has been closed but linked to this ticket for any pertinent information
ENDOFCONTENT
Thanks
Joe
Also: Note to Rus. I am having the Commandbymail extension added this coming week. Thank you very much for the suggestion
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - kirby@umbc.edu