[rt-users] Adding a CustomField to a ticket?

Todd Chapman todd at chaka.net
Tue Oct 18 08:03:04 EDT 2005

What is the scrip condition?

On Tue, Oct 18, 2005 at 10:51:04AM +0100, Howard Jones wrote:
> Hi,
> I've been experimenting this morning with a scrip to extract information 
> from some fields in a ticket, and fill in some additional information in 
> a customfield, based on those fields. The scrip works, but only if the 
> ticket was created in the appropriate queue, and not moved there.
> Apparently, if it was moved into the queue, it doesn't gain the CFs for 
> that queue. Unfortunately, the way we have RT setup, almost all mails go 
> into General before being re-filed by us (we don't trust our customers 
> to categorise their problem, basically). Is there a way to add a CF to a 
> ticket from within a scrip, or alternatively, is there something else I 
> need to do to inherit a CF when the ticket moves?
> My script action is currently:
>   my $tick = $self->TicketObj;
>   my $requestor = $tick->RequestorAddresses;
>   my $cf = $tick->QueueObj->CustomField('OutageSource');
>   if($requestor ne "")
>   {
>         $tick->DeleteWatcher(Type=>'Requestor',Email=>$requestor);
>         $tick->AddCustomFieldValue(Field=>$cf,Value=>$requestor);
>         $RT::Logger->warning("Removing requestor, adding CF value");
>    }
>    return 1;
> I have a couple of similar but more involved scrips I was planning to 
> write, but obviously I'd like to get past this bit first!
> Thanks in advance,
> Howard
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