[rt-users] rt CLI and custom fields when creating tickets

[Paul Schmidt]

Hi,

I'm trying to create a simple script to automatically create around 300 
tickets in RT (currently running 3.0.9).  Each ticket represents one 
computer that needs to be replaced and the ticket will need to have some 
custom fields set that indicate the department getting the system, what 
type of system it is, etc.  I'm planning on using Perl to feed data to 
the rt executable.  A simple test creation of a ticket without the 
custom fields works properly:

rt create -i -t ticket <rt/ticket.tmpl

where ticket.tmpl is:

id: ticket/new
Queue: Lease
Requestor: dawsons
Subject: test ticket
Cc:
AdminCc:
Owner:
Status: new
Priority: 11
InitialPriority: 11
FinalPriority: 20
TimeEstimated: 0
Starts: 2004-06-08 20:43:06
Due: 2004-06-08 20:43:06
Text: this ticket was created via the RT command line interface and is 
just a test ticket to see how rt handles things.

If I add lines for the custom fields to end of ticket.tmpl the rt 
executable seems to have no problems, as adding -o to the command line 
gives me the expected output, but the ticket is created without the 
custom fields and I get back something like:

dawsons at fenris:~$ rt create -i -t ticket <rt/ticket.tmpl
# Ticket 227 created.
# department: Unknown field.
# replacement: Unknown field.
# lfc: Unknown field.

id: ticket/new
TimeEstimated:
Cc:
Subject: test ticket
Queue: Lease
Text: this ticket was created via the RT command line interface and is 
just a test ticket to see how rt handles things.
Owner:
InitialPriority: 11
LFC: Chris
dawsons at fenris:~$

The additional lines in ticket.tmpl for the custom fields are:

Department: Information Technology
LFC: Chris
Replacement: e4100

Should I be poking around in html/REST/1.0/Forms/ticket/default for my 
answers as to why this isn't working?  It looks like the fields that are 
acceptable is hard-coded here and the queue in question isn't queried 
for any custom fields.  Is it even possible to add initial values for 
custom fields via the rt executable or should I be looking at some other 
method for creating my tickets?

Any help would be greatly appreciated.

-Paul Schmidt
dawsons at augsburg.edu