Am 30.01.2013 17:31, schrieb Roy McMorran: > Greetings, > > 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? > > Thanks! >
I use an different approach. My web form create an mail and I create for every custom fields an mail header. Within RT I parse the mail header and set the custom field values. The ticket create message doesn't contain the custom field values but I can always take a look at the mail headers by "Show full header". If you want to rewrite the ticket create message you have to take care not to remove the wrong content. Chris