[rt-users] Issue with creating linked tickets

[Joe Kirby]

Jim

Thanks for the suggestion.

I tried removing the line and now it does not create linked tickets at all.

I went to the url you shared and all the examples have the Type: approval

I hope someone has a suggestion as this is key to my project and it seems like it could work.

Thanks in advance

Joe

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

On Apr 22, 2013, at 12:00 PM, rt-users-request at lists.bestpractical.com wrote:

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> Today's Topics:
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>   1. Issue with creating linked tickets automatically (Joe Kirby)
>   2. Re: Issue with creating linked tickets automatically (Jim Brandt)
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> ----------------------------------------------------------------------
> 
> Message: 1
> Date: Sun, 21 Apr 2013 13:30:45 -0400
> From: Joe Kirby <kirby at umbc.edu>
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Issue with creating linked tickets automatically
> Message-ID: <1542B2D9-AC07-4917-A372-5684D917B404 at umbc.edu>
> Content-Type: text/plain; charset=us-ascii
> 
> 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 
> ENDOFCONTENT
> 
> 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
> 
> 
> 
> ------------------------------
> 
> Message: 2
> Date: Mon, 22 Apr 2013 07:53:38 -0400
> From: Jim Brandt <jbrandt at bestpractical.com>
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Issue with creating linked tickets
> 	automatically
> Message-ID: <517524C2.4000007 at bestpractical.com>
> Content-Type: text/plain; charset=ISO-8859-1; format=flowed
> 
> 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
>> ENDOFCONTENT
>> 
>> 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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