[rt-users] Re: RT

[Stephen Turner]

Maurício,

Most of what you need is in Dirk's documentation, but briefly:

- I followed Dirk's installation instructions

- I created a template CustomFieldExtractor with this line:

Topic|X-QCF-Topic|.*||q|

My custom field is called "Topic".

- Then I created a scrip called ExtractCustomFields:

On Create Extract Custom Field Values with template CustomFieldExtractor

- Email sent to the queue must include a header line like:

X-QCF-Topic: <TopicValue>

where <TopicValue> is one of the valid values for the Topic Custom Field.

Good Luck,
Steve



At Wednesday 5/19/2004 09:58 AM, Maurício Leite Ferreira da Silva wrote:
>Hi Stephen,
>I'm trying to work with RT in my Organization, and I'm having the same
>problem that many users have, on the ticket creation by e-mail, I need to
>populate Custom Fields, and when I saw your message, I thought you could
>help me.
>About the message :
>==================================================
>Matt,
>
>Sounds like you need Dirk Pappe's Extract Custom Fields contrib
>(see http://wiki.bestpractical.com/index.cgi?ContributedScrips). Your
>web form would generate the appropriate email message to RT.
>
>It's working well for me.
>
>Steve
>===================================================
>
>1 -Could you give an example of how pass Custom Fields into RT as part of
>the Body of the Message  ?
>2- And how  use ExtractCustomFields to populate Custom Fields ?
>
>
>I appreciate your attention.
>
>Maurício
>System Analist
>EMBRAPA - Brasilia - Brazil
>
>------------------------------------------------
>Maurício Leite Ferreira da Silva
>Analista de Sistemas
>Embrapa - DTI - Desenvolvimento de Sistemas
>Tel.:(61) 448-4042
>mauricio.leite at embrapa.br
>------------------------------------------------