[rt-users] RT worklfow with approvers, chosen from list

Martin Wheldon martin.wheldon at greenhills-it.co.uk
Mon Mar 21 07:08:01 EDT 2016

Hi Janus,

Details of how to do this can be found in the documentation:


You need to load the custom field before accessing its value,
something like the following should work. Not tested I'm afraid.

my $cf = $Ticket{TOP}->LoadCustomFieldByIdentifier("Manager");
Owner: {$Ticket{TOP}}->FirstCustomFieldValue($cf->Name)}

Best Regards


On 2016-03-21 10:25, zux wrote:
> Hi,
> i have been trying to create a workflow, i'll try to describe it here:
> User A from group HR creates a new ticket in queue "New employee".
> User A chooses a value from a custom field called "Manager", this is a
> "Select one value" custom field with a drop down.
> The values in custom field "Manager" are usernames of managers.
> Now i would like to create an approval ticket, with owner - custom
> field "Manager" value.
> I have tried, without success, this code in template:
> ===Create-Ticket: Jauns Darbinieks
> Subject: New employee  {$Tickets{'TOP'}->Subject}
> Depended-On-By: {$Tickets{'TOP'}->Id}
> Queue: ___Approvals
> Type: approval
> Owner: {$Ticket{TOP}->FirstCustomFieldValue('Manager')}
> I get this error:
> Owner: Can't call method "FirstCustomFieldValue" on an undefined value
> at template line 6.
> How do i correctly forward the value of that custom field?
> The question also relates to the next part of my workflow. After the
> manager approves the ticket, i would like to create 2-3 more tickets.
> And each one of them would need to get some custom fields from the
> parent ticket (but not all)
> something like this - It would get a ticket with the username and what
> computer should be given
> security would also get a ticket with info about access restrictions
> accounting would get some other info, that security and it should not
> be able to see
> How do i correctly forward these custom fields to children tickets?
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016

More information about the rt-users mailing list