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RT Users
1

If this is an FAQ, sorry. Please point me to it.

By default it seems that you need a login to view ticket through the RT
interface. Is there a way so that client who open tickets can log into
the RT interface to track the progress and history of their own tickets?

Thanks!
-jeremy

2

Hi folks,

I’m trying to auto-create a ticket in another queue on creation of a
ticket in a given queue. This works fine, but I’m not sure how to copy
the value of one of the custom fields across to the new ticket.

It seems you can access the subject line as below:

–snip-snip–
–snip-snip–

and also set the custom field:

–snip-snip–
CustomField-1: $1000
–snip-snip–

but I can’t get at the value of the custom field in the originating
ticket. I thought perhaps “$Tickets{‘TOP’}->CustomField-<id#>” would
work, but it doesn’t.

Has anyone done this before? I’m assuming it must be possible.

Thanks,

Graeme

3

Jeremy Hansen wrote:

By default it seems that you need a login to view ticket through the RT
interface. Is there a way so that client who open tickets can log into
the RT interface to track the progress and history of their own tickets?

Search the list archives for SelfService, this comes up often.
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

4

I eventually figured this out. To set custom field “n” from custom field
“m”, include the line

CustomField-n: {$Tickets{‘TOP’}->CustomFieldValues(m)->Next()->Content}

Note that custom fields are not referenced according to their absolute
positions in the queue (i.e. the first custom field in queue A does not
necessarily have id 1). Rather, id’s are allocated sequentially across
all queues.

To find the id of a custom field, go to the edit page for that field in
the configuration and read it from the URL:
www.example.com/Admin/Queues/CustomField.html?Queue=3&CustomField=2

(id is 2 in this example)

Note that there is a problem with the code for setting the custom field.
See below

Cheers,
Graeme

–snip-snip–
Hi folks,

I found that RT 3.0.6 was unable to set custom fields from templates
because the regular expression used to match the key in the template
included a dash ‘-’, which is automatically removed when the template is
parsed.

For example, you include “CustomField-3: hoohaa” in your template, but
RT strips the key to “customfield3” and not “customfield-3”.

So, line 457 in “lib/RT/Action/CreateTickets.pm”

$key =~ /^customfield-(\d+)$/ or next;

should read

$key =~ /^customfield(\d+)$/ or next;

instead (dash removed).

Cheers,
Graeme
–snip-snip–

Graeme Pyle wrote: