[rt-users] Question about email tickets and custom fields

Emmanuel Lacour elacour at easter-eggs.com
Fri Jul 18 04:02:45 EDT 2008

On Thu, Jul 17, 2008 at 01:52:58PM -0700, Greg Evans wrote:
> I have a form that people fill out and it submits the following to my RT
> server
> On 2008-07-17 an <modem_Type> was installed for Acct: "<acct number>" by
> <technician> 
> Technician: <techname>
> Customer Name: TestingGuyAgain, ThatDarn
> Telephone:
> Customer Number: 1111111 1111111
> Email Address: customers at emailaddress
> Install Type: ModemSwap
> Service Order/Trouble Ticket:
> Installed Modem: <modem_Type>
> Modem MAC: <MAC address>
> Modem Service Level: <service level>
> Learned Address:
> Power Levels:
> Downstream Power: -6.-6dBmV - Upstream Power: 49.0dBmV 
> Router: <yes/no/yes-theirs/yes-ours>
> When the ticket gets to RT, it sets the requestor to the customers email
> address as it should. What I am interested in doing now is setting some of
> the user (custom) fields based on the information provided. I have a User
> Custom Field called (Appropriately enough) "MAC Address" and as it stands
> now, I need to go through the ticket and input that manually. Is there a way
> to automate this via scrips or via ???

Sure, you have to write a scrip based on those you can found on

look at http://wiki.bestpractical.com/view/AutomaticCustomFieldValue and
http://wiki.bestpractical.com/view/ExtractCustomFieldValues for example.

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