[rt-users] getting the values of custom fields

[Kenneth Crocker]

Anthony,

	What are you using the data for? We pull some custom data to use on our 
"Resolve" template. It is as follows:

RT-Attach-Message: yes
Subject: Resolved: {$Ticket->Subject}

Your request has been resolved. If you have any further questions or 
concerns,
please respond to this message.

To view ticket information, enter URL:
     {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} .
-----------------------------------------------------------------------------

Ticket Description:
{
      my $Resolution_Description;
      $Resolution_Description = 
$Ticket->FirstCustomFieldValue('Description');
      return $Resolution_Description;
}
-----------------------------------------------------------------------------

Resolution:
{
      my $Resolution_Comment;
      my $Transactions;
      my $CommentObj;

      $Transactions = $Ticket->Transactions;
      $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' );
      $Transactions->OrderByCols(
          { FIELD => 'Created',  ORDER => 'DESC' },
          { FIELD => 'id',     ORDER => 'DESC' },
          );

      $CommentObj = $Transactions->First;

      if  ($CommentObj && $CommentObj->id)
      {
           $Resolution_Comment = $CommentObj->Content;
      }

      return $Resolution_Comment;
}

	Hope this helps.

Kenn
LBNL

anthony wrote:
> I'm using 3.4.6 and have a ticket that has some CustomField values.
> 
> I'm having a horrible time pulling these entries.
> 
> I'm doing this via the web and User Defined scripts.  For testing I'm
> saying On status change run this action.
> 
> I've been messing with Ticket_Overlay CustomValues, CustomValues,
> TicketTransactions....
> 
> Now I'm wondering if the data is just for the status change transaction
> and the values in the custom fields are not even in the $self data.
> 
> Does this sound right?
> 
> Doing this via sql sounds much simpler.
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