[rt-users] Set Custom field in template

Jon Witts jwitts at queenmargarets.com
Tue Mar 4 06:13:57 EST 2014

Hi all,

I am trying to use a template to set a ticket custom field so that we can configure RT to send out reminders when a ticket has been stalled for a week. We are running RT 4.2.0

The command I am passing to rt-crontool is as follows:


rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'Estate' AND Subject LIKE 'email'" --action RT::Action::Notify --action-arg 'All' --template 'Auto-Close Warning HTML' --verbose


and the contents of the template "Auto-Close Warning HTML" is as follows:


my $CFName = 'Auto-Close Reminder';
my $DefaultValue = 'TRUE';

unless( $self->Ticket->FirstCustomFieldValue( $CFName ) eq $DefaultValue ) {
		my( $st, $msg ) = $self->Ticket->AddCustomFieldValue(
					Field => $CFName,
                                        Value => $DefaultValue,
                                        RecordTransaction => 1 );

Subject: Auto-Close Warning: {$Ticket->Subject}
Content-Type: text/html


<p>This message has been automatically generated to let you know that your  support request regarding "<b>{$Ticket->Subject()}</b>",
has been in a "stalled" state awaiting further information from yourself for a week. This ticket was assigned an ID of "<b>{$Ticket->SubjectTag}</b>".</p>

<p>If you do not respond with the requested information within 7 days then we will assume that this support request is no longer required and automatically close this request.</p>

<p>You may reply to this message to provide us with the required information, or you can visit the helpdesk to see all of your current support requests here: </p>

<p>Thank you,<br/>


This is giving me the following error:


[error]: Template parsing error: Can't call method "Ticket" on an undefined value at template line 5. (/opt/rt4/bin/../lib/RT/Template.pm:542)


My Perl is very basic (to say the least!) and I have pulled this code together from searching around. Could anyone on the list highlight where I am going wrong?



Jon Witts
Director of Digital Strategy
Queen Margaret's School
Escrick Park
York YO19 6EU

Telephone: 01904 727600
Fax: 01904 728150

Website: www.queenmargarets.com 

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