[rt-users] Queue-specific message box contents

Dominic Hargreaves dominic.hargreaves at oucs.ox.ac.uk
Wed Feb 9 09:08:52 EST 2011

On Wed, Feb 09, 2011 at 08:50:35AM -0500, Brian P. Bilbrey wrote:
> My goal: I've got a change management queue. When I create a new ticket in the
> web interface for this queue, I want the MessageBox (comment) field
> pre-populated with text headers like these:


> This helps ticket creators (including myself) to keep in mind all the things we
> should be considering for every CM event.
> But I only want this text to show up when I click on the New Ticket In
> ChangeMgmt button in the web interface. Not for comments, or for any other queues.
> I've spent a fair bit of time with Google trying to find references to managing
> the message box using a user-defined condition scrip, and have had no luck - the
> links for custom scrips from RT-users mostly refer to managing email templates.
> In an ideal world, I'd be able to say "Use this template to populate the comment
> field on ticket creation for this queue." But I don't see how to do that.
> Does anyone have any guidance for me?

We do exactly this, using a callback which I've attached to this message.

You should install it in your local mason root as


This is based on

but rather simpler. Once you've installed the callback, any queues which
has a template called DefaultCreateTemplate will have the content appear
in the create ticket form.

Hopefully you can get what you want either from this, or from other
ideas on the wiki.


Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford
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%# During ticket create, if a per-queue template named "DefaultCreateTemplate"
%# exists, the message box will be pre-filled with it.
%# Dominic Hargreaves 2009, based on ideas from
%# http://wiki.bestpractical.com/view/CannedReplies
my $template_name = 'DefaultCreateTemplate';
my $template = RT::Template->new( $session{'CurrentUser'} );
$template->LoadByCol( "Name" => $template_name, "Queue" => $QueueObj->id );
if ( $template->id ) {
    $$ARGSRef{'Content'} = $template->MIMEObj->stringify;
$QueueObj => undef
$ARGSRef => undef
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