[rt-users] default value for description field depending on queue

[Kenneth Crocker]

Tommie,


	Sure. Here is an example of a templete we use for when a ticket is 
created. It includes the data from a ticket CF ('Description'). Hope 
this helps.

Subject: Request Titled: "{$Ticket->Subject}" has been created!

-----------------------------------------------------------------------------
TICKET INFORMATION:
Ticket Queue  : {$Ticket->QueueObj->Name}
Ticket Number : #{$Ticket->id}
Ticket Subject: {$Ticket->Subject}
Ticket Description:
      {
      return $Ticket->FirstCustomFieldValue('Description');
      }
Ticket Priority is: {$Ticket->Priority}
Ticket  Created by: {$Ticket->CreatorObj->Name}
-----------------------------------------------------------------------------
SPECIAL INSTRUCTIONS:

To ensure that any communication is kept with the ticket history,
    Please include the string:

          [{$rtname} #{$Ticket->id}]

    in the subject line of all future correspondence about this issue.
-----------------------------------------------------------------------------
To view this ticket, enter URL:

    {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}.



                         Thank you,
                         {$Ticket->QueueObj->CorrespondAddress()}



Kenn
LBNL

On 2/12/2008 1:26 PM, Tommie Van Mechgelen wrote:
> Kenneth Crocker wrote:
>> Tommie,
>>
>>
>>     You could create several CF's for a ticket; one for each question 
>> you want to ask. Since tickets live in queues, you can set up 
>> different CF's for the tickets in a queue. Then, when the help desk 
>> person looks at the ticket or opens the ticket, they can modify the CF 
>> with an answer/selection for those CF's. The initial setting for the 
>> CF can be set up in a scrip for that queue when a ticket is created. 
>> Different queues would have different scrips setting the default CF 
>> value. Hope this helps.
>>
> 
> Okay kenneth this seems a good solution.  Is it possible to have the 
> contents of CFs available in an autoreply template?  Because we want the 
> mail going to the user to contain this information we filled in...
> 
> Thanks in advance
> tommie
>