My goal: I've got a change management queue. When I create a new ticket in the web interface for this queue, I want the MessageBox (comment) field pre-populated with text headers like these:
""" Description: Implementation Method: Reversion Method: Anticipated Downtime: Risks: """ This helps ticket creators (including myself) to keep in mind all the things we should be considering for every CM event. But I only want this text to show up when I click on the New Ticket In ChangeMgmt button in the web interface. Not for comments, or for any other queues. I've spent a fair bit of time with Google trying to find references to managing the message box using a user-defined condition scrip, and have had no luck - the links for custom scrips from RT-users mostly refer to managing email templates. In an ideal world, I'd be able to say "Use this template to populate the comment field on ticket creation for this queue." But I don't see how to do that. Does anyone have any guidance for me? Thanks, .brian -- Brian Bilbrey : Dynaxys LLC : UNIX Systems : 301.622.0900 x364
