[rt-users] Modify ticket 'body' after extracting custom fields?

Kevin Falcone falcone at bestpractical.com
Mon Feb 4 14:52:22 EST 2013

On Wed, Jan 30, 2013 at 11:31:05AM -0500, Roy McMorran wrote:
> I'm receiving incoming tickets from a web form.  Certain required
> form fields (e.g. operating system, asset tag, etc.) are being
> extracted into custom fields, and that's working well.
> I'd like to transform the ticket 'body' on creation (after the CFs
> are extracted) so that it only contains the free-form text from the
> 'Description' field that was provided by the form.  Can anyone
> suggest how I might approach that?

Do you want to transform the body for people who work the ticket to
have a cleaner view or to control the mail that is sent out on ticket
creation to the requestor?

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