[rt-users] Modify ticket 'body' after extracting custom fields?

[Roy McMorran]

On 2/4/13 6:54 AM, Christian Loos wrote:
> Am 30.01.2013 17:31, schrieb Roy McMorran:
>> Greetings,
>>
>> I'm receiving incoming tickets from a web form.  Certain required form
>> fields (e.g. operating system, asset tag, etc.) are being extracted into
>> custom fields, and that's working well.
>>
>> I'd like to transform the ticket 'body' on creation (after the CFs are
>> extracted) so that it only contains the free-form text from the
>> 'Description' field that was provided by the form.  Can anyone suggest
>> how I might approach that?
>>
>> Thanks!
>>
> I use an different approach.
> My web form create an mail and I create for every custom fields an mail
> header. Within RT I parse the mail header and set the custom field values.
> The ticket create message doesn't contain the custom field values but I
> can always take a look at the mail headers by "Show full header".
>
> If you want to rewrite the ticket create message you have to take care
> not to remove the wrong content.
>
> Chris

Hi Chris, thanks for the reply.  I really like that approach, but 
unfortunately the form tool I am required to use does not have the 
capability to put information in the message headers.  Alas, still 
searching.

Thank you.
Roy