Offline format

RT Users
1

Hey Rt users,

I have an organization in my company that wants to create ticket via

email (no biggie, so far) with a format that pre-fills certain fields,
mostly Custom Fields. I thought that by going to Tools->Offline I could
copy that format and have them paste it into the body of their email
(with the appropriate fields filled out) and have them email RT with
that format and it would work. NNAAHH! So, has anyone out their done
such a thing? Is it even possible? Thanks, in advance, for your help.

Kenn
LBNL

2

At 03:52 PM 6/3/2008, Kenneth Crocker wrote:

Hey Rt users,

    I have an organization in my company that wants to create ticket via

email (no biggie, so far) with a format that pre-fills certain fields,
mostly Custom Fields. I thought that by going to Tools->Offline I could
copy that format and have them paste it into the body of their email
(with the appropriate fields filled out) and have them email RT with
that format and it would work. NNAAHH! So, has anyone out their done
such a thing? Is it even possible? Thanks, in advance, for your help.

Kenn
LBNL

Kenn,

Check out Dirk Pape’s ExtractCustomFieldValues contribution:
http://wiki.bestpractical.com/view/ExtractCustomFieldValues . This
works very well for us.

Steve

3

http://wiki.bestpractical.com/view/ExtractCustomFieldValues

Kenneth Crocker wrote:

Hey Rt users,

I have an organization in my company that wants to create ticket via
email (no biggie, so far) with a format that pre-fills certain fields,
mostly Custom Fields. I thought that by going to Tools->Offline I could
copy that format and have them paste it into the body of their email
(with the appropriate fields filled out) and have them email RT with
that format and it would work. NNAAHH! So, has anyone out their done
such a thing? Is it even possible? Thanks, in advance, for your help.

Kenn
LBNL

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4

Stephen,

Thanks. I'll look into it.

Kenn
LBNLOn 6/3/2008 12:59 PM, Stephen Turner wrote:

At 03:52 PM 6/3/2008, Kenneth Crocker wrote:

Hey Rt users,

    I have an organization in my company that wants to create

ticket via
email (no biggie, so far) with a format that pre-fills certain fields,
mostly Custom Fields. I thought that by going to Tools->Offline I could
copy that format and have them paste it into the body of their email
(with the appropriate fields filled out) and have them email RT with
that format and it would work. NNAAHH! So, has anyone out their done
such a thing? Is it even possible? Thanks, in advance, for your help.

Kenn
LBNL

Kenn,

Check out Dirk Pape’s ExtractCustomFieldValues contribution:
http://wiki.bestpractical.com/view/ExtractCustomFieldValues . This works
very well for us.

Steve