<html><head></head><body style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; ">Jim<div><br></div><div>Thanks for the suggestion.</div><div><br></div><div>I tried removing the line and now it does not create linked tickets at all.</div><div><br></div><div>I went to the url you shared and all the examples have the <span class="Apple-style-span" style="font-family: monospace; font-size: 14px; line-height: 16px; white-space: pre; ">Type: approval</span><div><br></div><div>I hope someone has a suggestion as this is key to my project and it seems like it could work.</div><div><br></div><div>Thanks in advance</div><div><br></div><div>Joe</div><div><br></div><div apple-content-edited="true">
<div style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; "><div><div>Joe Kirby , Assistant Vice President, Business Systems</div><div>Division of Information Technology (DoIT) </div><div>Support Response - <a href="http://www.umbc.edu/doit">http://www.umbc.edu/doit</a> </div><div>Administration 627</div><div>Office - 410-455-3020 </div><div>Email - <a href="mailto:kirby@umbc.edu">kirby@umbc.edu</a></div></div></div>
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<br><div><div>On Apr 22, 2013, at 12:00 PM, <a href="mailto:rt-users-request@lists.bestpractical.com">rt-users-request@lists.bestpractical.com</a> wrote:</div><br class="Apple-interchange-newline"><blockquote type="cite"><div>Send rt-users mailing list submissions to<br><span class="Apple-tab-span" style="white-space:pre"> </span><a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><br><br>To subscribe or unsubscribe via the World Wide Web, visit<br><span class="Apple-tab-span" style="white-space:pre"> </span>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users<br>or, via email, send a message with subject or body 'help' to<br><span class="Apple-tab-span" style="white-space:pre"> </span>rt-users-request@lists.bestpractical.com<br><br>You can reach the person managing the list at<br><span class="Apple-tab-span" style="white-space:pre"> </span>rt-users-owner@lists.bestpractical.com<br><br>When replying, please edit your Subject line so it is more specific<br>than "Re: Contents of rt-users digest..."<br><br><br>Today's Topics:<br><br> 1. Issue with creating linked tickets automatically (Joe Kirby)<br> 2. Re: Issue with creating linked tickets automatically (Jim Brandt)<br><br><br>----------------------------------------------------------------------<br><br>Message: 1<br>Date: Sun, 21 Apr 2013 13:30:45 -0400<br>From: Joe Kirby <kirby@umbc.edu><br>To: rt-users@lists.bestpractical.com<br>Subject: [rt-users] Issue with creating linked tickets automatically<br>Message-ID: <1542B2D9-AC07-4917-A372-5684D917B404@umbc.edu><br>Content-Type: text/plain; charset=us-ascii<br><br>I have a extension installed to allow a template to create linked tickets in certain situations.<br><br>Everything seems to work great except the query tool does not recognize the tickets in the queue.<br><br>If I go into the parent and see the children and vice versa. If I use the ticket number all is good<br><br>It just does not show up in any of the reports when selected. This is not an issue when I manually create the link ticket.<br><br>I am 4.0.6 and here is the template I am using the following template with a script that has the action of create tickets using this template.<br><br>If I am missing a line or a command that is causing the queue to not be visible please advise.<br><br>===Create-Ticket: Financial Aid and Scholarships - Referral <br>Subject: Financial Aid and Scholarships - Referral has been requested from a Phone request for {$Tickets{'TOP'}->Subject}<br>Referred-To-By: {$Tickets{'TOP'}->Id}<br>Queue: Financial Aid and Scholarships - Referral<br>InitialPriority: 99<br>FinalPriority: 99<br>Requestor: {$Tickets{'TOP'}->RequestorAddresses}<br>Type: approval<br>Content: This request is a referral from a phone customer for Financial Aid and Scholarships. The initial ticket has been closed but linked to this ticket for any pertinent information <br>ENDOFCONTENT<br><br>Thanks<br><br>Joe<br><br>Also: Note to Rus. I am having the Commandbymail extension added this coming week. Thank you very much for the suggestion<br><br><br>Joe Kirby , Assistant Vice President, Business Systems<br>Division of Information Technology (DoIT) <br>Support Response - http://www.umbc.edu/doit <br>Administration 627<br>Office - 410-455-3020 <br>Email - kirby@umbc.edu<br><br><br><br>------------------------------<br><br>Message: 2<br>Date: Mon, 22 Apr 2013 07:53:38 -0400<br>From: Jim Brandt <jbrandt@bestpractical.com><br>To: rt-users@lists.bestpractical.com<br>Subject: Re: [rt-users] Issue with creating linked tickets<br><span class="Apple-tab-span" style="white-space:pre"> </span>automatically<br>Message-ID: <517524C2.4000007@bestpractical.com><br>Content-Type: text/plain; charset=ISO-8859-1; format=flowed<br><br>You have Type: approval as one of your lines. Do you intend to create <br>approval tickets? (Approval tickets are used in the RT approvals <br>process: http://bestpractical.com/rt/docs/latest/customizing/approvals.html)<br><br>If you just want regular tickets, try removing that line.<br><br>On 4/21/13 1:30 PM, Joe Kirby wrote:<br><blockquote type="cite">I have a extension installed to allow a template to create linked tickets in certain situations.<br></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite">Everything seems to work great except the query tool does not recognize the tickets in the queue.<br></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite">If I go into the parent and see the children and vice versa. If I use the ticket number all is good<br></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite">It just does not show up in any of the reports when selected. This is not an issue when I manually create the link ticket.<br></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite">I am 4.0.6 and here is the template I am using the following template with a script that has the action of create tickets using this template.<br></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite">If I am missing a line or a command that is causing the queue to not be visible please advise.<br></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite">===Create-Ticket: Financial Aid and Scholarships - Referral<br></blockquote><blockquote type="cite">Subject: Financial Aid and Scholarships - Referral has been requested from a Phone request for {$Tickets{'TOP'}->Subject}<br></blockquote><blockquote type="cite">Referred-To-By: {$Tickets{'TOP'}->Id}<br></blockquote><blockquote type="cite">Queue: Financial Aid and Scholarships - Referral<br></blockquote><blockquote type="cite">InitialPriority: 99<br></blockquote><blockquote type="cite">FinalPriority: 99<br></blockquote><blockquote type="cite">Requestor: {$Tickets{'TOP'}->RequestorAddresses}<br></blockquote><blockquote type="cite">Type: approval<br></blockquote><blockquote type="cite">Content: This request is a referral from a phone customer for Financial Aid and Scholarships. The initial ticket has been closed but linked to this ticket for any pertinent information<br></blockquote><blockquote type="cite">ENDOFCONTENT<br></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite">Thanks<br></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite">Joe<br></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite">Also: Note to Rus. I am having the Commandbymail extension added this coming week. Thank you very much for the suggestion<br></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite">Joe Kirby , Assistant Vice President, Business Systems<br></blockquote><blockquote type="cite">Division of Information Technology (DoIT)<br></blockquote><blockquote type="cite">Support Response - http://www.umbc.edu/doit<br></blockquote><blockquote type="cite">Administration 627<br></blockquote><blockquote type="cite">Office - 410-455-3020<br></blockquote><blockquote type="cite">Email - kirby@umbc.edu<br></blockquote><blockquote type="cite"><br></blockquote><br>-- <br><br><br><br>------------------------------<br><br>--------<br>rt-users mailing list<br>rt-users@lists.bestpractical.com<br>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users<br><br><br><br>End of rt-users Digest, Vol 109, Issue 30<br>*****************************************<br></div></blockquote></div><br></div></body></html>