[rt-users] Issue with creating linked tickets automatically

Jim Brandt jbrandt at bestpractical.com
Mon Apr 22 07:53:38 EDT 2013

You have Type: approval as one of your lines. Do you intend to create 
approval tickets? (Approval tickets are used in the RT approvals 
process: http://bestpractical.com/rt/docs/latest/customizing/approvals.html)

If you just want regular tickets, try removing that line.

On 4/21/13 1:30 PM, Joe Kirby wrote:
> I have a extension installed to allow a template to create linked tickets in certain situations.
> Everything seems to work great except the query tool does not recognize the tickets in the queue.
> If I go into the parent and see the children and vice versa. If I use the ticket number all is good
> It just does not show up in any of the reports when selected. This is not an issue when I manually create the link ticket.
> I am 4.0.6 and here is the template I am using the following template with a script that has the action of create tickets using this template.
> If I am missing a line or a command that is causing the queue to not be visible please advise.
> ===Create-Ticket: Financial Aid and Scholarships - Referral
> Subject: Financial Aid and Scholarships - Referral has been requested from a Phone request for {$Tickets{'TOP'}->Subject}
> Referred-To-By: {$Tickets{'TOP'}->Id}
> Queue: Financial Aid and Scholarships - Referral
> InitialPriority: 99
> FinalPriority: 99
> Requestor: {$Tickets{'TOP'}->RequestorAddresses}
> Type: approval
> Content: This request is a referral from a phone customer for Financial Aid and Scholarships. The initial ticket has been closed but linked to this ticket for any pertinent information
> Thanks
> Joe
> Also: Note to Rus. I am having the Commandbymail extension added this coming week. Thank you very much for the suggestion
> Joe Kirby ,  Assistant Vice President, Business Systems
> Division of Information Technology (DoIT)
> Support Response -   http://www.umbc.edu/doit
> Administration 627
> Office - 410-455-3020
> Email - kirby at umbc.edu


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