Brian,<br><br>We do this as well, but we use individual Custom Fields with specific values to select from to get a more precise set of inputs.<br><br>Kenn<br>LBNL<br><br><div class="gmail_quote">On Wed, Feb 9, 2011 at 5:50 AM, Brian P. Bilbrey <span dir="ltr"><<a href="mailto:bbilbrey@dynaxys.com">bbilbrey@dynaxys.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin: 0pt 0pt 0pt 0.8ex; border-left: 1px solid rgb(204, 204, 204); padding-left: 1ex;">My goal: I've got a change management queue. When I create a new ticket in the<br>
web interface for this queue, I want the MessageBox (comment) field<br>
pre-populated with text headers like these:<br>
<br>
"""<br>
Description:<br>
<br>
Implementation Method:<br>
<br>
Reversion Method:<br>
<br>
Anticipated Downtime:<br>
<br>
Risks:<br>
<br>
"""<br>
<br>
This helps ticket creators (including myself) to keep in mind all the things we<br>
should be considering for every CM event.<br>
<br>
But I only want this text to show up when I click on the New Ticket In<br>
ChangeMgmt button in the web interface. Not for comments, or for any other queues.<br>
<br>
I've spent a fair bit of time with Google trying to find references to managing<br>
the message box using a user-defined condition scrip, and have had no luck - the<br>
links for custom scrips from RT-users mostly refer to managing email templates.<br>
<br>
In an ideal world, I'd be able to say "Use this template to populate the comment<br>
field on ticket creation for this queue." But I don't see how to do that.<br>
<br>
Does anyone have any guidance for me?<br>
<br>
Thanks,<br>
<br>
.brian<br>
<font color="#888888"><br>
--<br>
Brian Bilbrey : Dynaxys LLC : UNIX Systems : 301.622.0900 x364<br>
</font></blockquote></div><br>