[rt-users] Accessing custom fields from templates

[Graeme Pyle]

I eventually figured this out. To set custom field "n" from custom field
"m", include the line

CustomField-n: {$Tickets{'TOP'}->CustomFieldValues(m)->Next()->Content}

Note that custom fields are not referenced according to their absolute
positions in the queue (i.e. the first custom field in queue A does not
necessarily have id 1). Rather, id's are allocated sequentially across
all queues.

To find the id of a custom field, go to the edit page for that field in
the configuration and read it from the URL:
www.example.com/Admin/Queues/CustomField.html?Queue=3&CustomField=2

(id is 2 in this example)

Note that there is a problem with the code for setting the custom field.
See below

Cheers,
Graeme

--snip-snip--
Hi folks,

I found that RT 3.0.6 was unable to set custom fields from templates
because the regular expression used to match the key in the template
included a dash '-', which is automatically removed when the template is
parsed.

For example, you include "CustomField-3: hoohaa" in your template, but
RT strips the key to "customfield3" and not "customfield-3".

So, line 457 in "lib/RT/Action/CreateTickets.pm"

$key =~ /^customfield-(\d+)$/ or next;

should read

$key =~ /^customfield(\d+)$/ or next;

instead (dash removed).

Cheers,
Graeme
--snip-snip--


Graeme Pyle wrote:
> Hi folks,
> 
> I'm trying to auto-create a ticket in another queue on creation of a 
> ticket in a given queue. This works fine, but I'm not sure how to copy 
> the value of one of the custom fields across to the new ticket.
> 
> It seems you can access the subject line as below:
> 
> --snip-snip--
> Subject: Credit Approval for {$Tickets{'TOP'}->Subject}
> --snip-snip--
> 
> and also set the custom field:
> 
> --snip-snip--
> CustomField-1: $1000
> --snip-snip--
> 
> but I can't get at the value of the custom field in the originating 
> ticket. I thought perhaps "$Tickets{'TOP'}->CustomField-<id#>" would 
> work, but it doesn't.
> 
> Has anyone done this before? I'm assuming it must be possible.
> 
> Thanks,
> 
> Graeme
> 
> 
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