Want to pass a CF value to a child ticket in a different queue

RT Users
1

Below is a template that works great for creating a child ticket automatically

===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}
Content: This request is a referral from a walk-in customer for Financial Aid and Scholarships. The initial ticket has been closed but linked to this ticket for any pertinent information
ENDOFCONTENT

I have searched the wiki looking for an example of how I can pass a custom field value from a parent to the child.

I was hoping if I assigned the custom fields to both queues, the parent and the child queues, then I could pass the value from the parent to the child via this template.

Can anyone suggest a solution.

Thanks

Joe

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

2

Below is a template that works great for creating a child ticket
automatically

===Create-Ticket: Financial Aid and Scholarships - Referral
Subject: Referral to Counselor from Walk-In::{$Tickets{‘TOP’}->Subject}
Referred-To-By: {$Tickets{‘TOP’}->Id}
Queue: Financial Aid and Scholarships - Referral
InitialPriority: 99
FinalPriority: 99
Requestor: {$Tickets{‘TOP’}->RequestorAddresses}
Content: This request is a referral from a walk-in customer for Financial
Aid and Scholarships. The initial ticket has been closed but linked to this
ticket for any pertinent information
ENDOFCONTENT

I have searched the wiki looking for an example of how I can pass a custom
field value from a parent to the child.

I was hoping if I assigned the custom fields to both queues, the parent
and the child queues, then I could pass the value from the parent to the
child via this template.

Can anyone suggest a solution.

Have you looked at documentation?

http://bestpractical.com/rt/docs/latest/RT/Action/CreateTickets.html#Acceptable-Fields

Thanks

Joe

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

–
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Best regards, Ruslan.

3

Rus

Thank you so much. I had not seen this info before and it did solve my issue. Not being a programmer did challenge me on how to relate the actual value but more searching proved fruitful.

Thanks you again very much.

BTW, here is the final template that works great!

===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}
FAID-Last-Name-Grouping-Web: {$Tickets{‘TOP’}->FirstCustomFieldValue(‘FAID-Last-Name-Grouping-Web’)}
Content: This request is a referral from a walk-in customer for Financial Aid and Scholarships. The initial ticket has been closed but linked to this ticket for any pertinent information
ENDOFCONTENT

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.eduOn May 9, 2013, at 4:53 PM, Ruslan Zakirov wrote:

On Thu, May 9, 2013 at 5:13 AM, Joe Kirby kirby@umbc.edu wrote:
Below is a template that works great for creating a child ticket automatically

===Create-Ticket: Financial Aid and Scholarships - Referral
Subject: Referral to Counselor from Walk-In::{$Tickets{‘TOP’}->Subject}
Referred-To-By: {$Tickets{‘TOP’}->Id}
Queue: Financial Aid and Scholarships - Referral
InitialPriority: 99
FinalPriority: 99
Requestor: {$Tickets{‘TOP’}->RequestorAddresses}
Content: This request is a referral from a walk-in customer for Financial Aid and Scholarships. The initial ticket has been closed but linked to this ticket for any pertinent information
ENDOFCONTENT

I have searched the wiki looking for an example of how I can pass a custom field value from a parent to the child.

I was hoping if I assigned the custom fields to both queues, the parent and the child queues, then I could pass the value from the parent to the child via this template.

Can anyone suggest a solution.

Have you looked at documentation?

RT::Action::CreateTickets - RT 5.0.5 Documentation - Best Practical

Thanks

Joe

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

–
RT Training in Seattle, June 19-20: http://bestpractical.com/training

–
Best regards, Ruslan.