Pulling AT custom fields into ticket custom fields

RT Users
1

I currently have it set up where I have a ticket custom field set up
with all the assets in AT. When creating a ticket it makes the link to
the asset based on the custom field.

I want to set it up now where when a user picks the asset in the CF for
the ticket, a number of custom fields in the ticket will be populated
based on the custom field values from the asset. This way I can query a
ticket using any spec from the asset

I think I can write the scrip but I can’t figure out how to extract the
custom field value for a given field on given asset. I can’t seem to
find the sub routine in any of the RTx lib files.

Any suggestions?

Adam

This message is intended only for the stated addressee(s) and
may be confidential. Access to this email by anyone else is
unauthorised. Any opinions expressed in this email do not
necessarily reflect the opinions of Fidessa. Any unauthorised
disclosure, use or dissemination, either whole or in part is
prohibited. If you are not the intended recipient of this message,
please notify the sender immediately.

2

Asset Tracker uses RT’s custom field libraries, so that’s where to
look for the appropriate methods.On Mon, Jun 28, 2010 at 1:21 PM, Adam Brown Adam.Brown@fidessa.com wrote:

I currently have it set up where I have a ticket custom field set up with
all the assets in AT. When creating a ticket it makes the link to the asset
based on the custom field.

I want to set it up now where when a user picks the asset in the CF for the
ticket, a number of custom fields in the ticket will be populated based on
the custom field values from the asset. This way I can query a ticket using
any spec from the asset

I think I can write the scrip but I can’t figure out how to extract the
custom field value for a given field on given asset. I can’t seem to find
the sub routine in any of the RTx lib files.

Any suggestions?

Adam

This message is intended only for the stated addressee(s) and
may be confidential. Access to this email by anyone else is
unauthorised. Any opinions expressed in this email do not
necessarily reflect the opinions of Fidessa. Any unauthorised
disclosure, use or dissemination, either whole or in part is
prohibited. If you are not the intended recipient of this message,
please notify the sender immediately.

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

3

All scripts and html files that I have seen seem to call the libraries from the RTx directories.
Ie. RTx::AssetTracker::Assets->new($RT::SystemUser);

Are Asset.pm and Record.pm in …/lib/RTx/AssetTracker/ the place to be looking or somewhere else?

Thanks
AdamFrom: Todd Chapman [mailto:todd@chaka.net]
Sent: Monday, June 28, 2010 1:28 PM
To: Adam Brown
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] pulling AT custom fields into ticket custom fields

Asset Tracker uses RT’s custom field libraries, so that’s where to
look for the appropriate methods.

4

Found some code in another thread.

my $AssObj = RTx::AssetTracker::Asset->new(RT->SystemUser);
$AssObj->Load($AssId);
my $AssCFs=$AssObj->CustomFields();
while(my $AssCF = $AssCFs->Next()) {
print $AssCF->Name, “: “;
my $AssValues=$AssObj->CustomFieldValues($AssCF->id);
while($AssValues and my $assvalue = $AssValues->Next) {
print $AssValue->Content,”\t”;
}
print “\n”;
}

Thanks
AdamFrom: Adam Brown
Sent: Monday, June 28, 2010 1:33 PM
To: ‘Todd Chapman’
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] pulling AT custom fields into ticket custom fields

All scripts and html files that I have seen seem to call the libraries from the RTx directories.
Ie. RTx::AssetTracker::Assets->new($RT::SystemUser);

Are Asset.pm and Record.pm in …/lib/RTx/AssetTracker/ the place to be looking or somewhere else?

Thanks
Adam

From: Todd Chapman [mailto:todd@chaka.net]
Sent: Monday, June 28, 2010 1:28 PM
To: Adam Brown
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] pulling AT custom fields into ticket custom fields

Asset Tracker uses RT’s custom field libraries, so that’s where to
look for the appropriate methods.