On 2/4/13 6:54 AM, Christian Loos wrote:
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
Hi Chris, thanks for the reply. I really like that approach, but
unfortunately the form tool I am required to use does not have the
capability to put information in the message headers. Alas, still
searching.
Thank you.
Roy
