[rt-users] Newbie question regarding Custom Fields in Templates

[Bill Weaver]

I spent the day in the RT Essentials book and on the Wiki trying to figure out how to create a custom Template that will autoreply.  These autoreplies are in response to a request for information in a sales queue.  I've got everything working except that I can't seem to get to a custom value I need into the Template.

Basically we have a webform that emails the data to RT.  I was able to scrape the email and get the values into the custom fields (using ExtractCustomFieldValues) - one of those values is the email address they want to be contacted at.  When I try to reference that within a Template like this:

To: {$Ticket->FirstCustomFieldValue('Email');}

It returns undef.  I know the value is there in the ticket - I can see it on the screen.  The field is called Email.  So what am I doing wrong?  I've researched what I could and fought with it all day - I need some help please!

Thanks!

--
"If there were no God, there would be no Atheists." - G. K. Chesterson

Bill Weaver
Director of Engineering
Amicus, Inc.
512-531-3463

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