Re: [rt-users] Want to pass a CF value to a child ticket in a different queue

2013-05-13 Thread Joe Kirby 
Rus

Thank you so much. I had not seen this info before and it did solve my issue. 
Not being a programmer did challenge me on how to relate the actual value but 
more searching proved fruitful.

Thanks you again very much.

BTW, here is the final template that works great!

===Create-Ticket: Financial Aid and Scholarships - Referral 
Subject: Referral to Counselor from Walk-In:{$Tickets{'TOP'}-Subject}
Referred-To-By: {$Tickets{'TOP'}-Id}
Queue: Financial Aid and Scholarships - Referral
InitialPriority: 99
FinalPriority: 99
Requestor: {$Tickets{'TOP'}-RequestorAddresses}
FAID-Last-Name-Grouping-Web: 
{$Tickets{'TOP'}-FirstCustomFieldValue('FAID-Last-Name-Grouping-Web')}
Content: This request is a referral from a walk-in customer for Financial Aid 
and Scholarships. The initial ticket has been closed but linked to this ticket 
for any pertinent information 
ENDOFCONTENT

Joe Kirby ,  Assistant Vice President, Business Systems
Division of Information Technology (DoIT) 
Support Response -   http://www.umbc.edu/doit 
Administration 627
Office - 410-455-3020 
Email - ki...@umbc.edu

On May 9, 2013, at 4:53 PM, Ruslan Zakirov wrote:

 On Thu, May 9, 2013 at 5:13 AM, Joe Kirby ki...@umbc.edu wrote:
 Below is a template that works great for creating a child ticket automatically
 
 ===Create-Ticket: Financial Aid and Scholarships - Referral
 Subject: Referral to Counselor from Walk-In::{$Tickets{'TOP'}-Subject}
 Referred-To-By: {$Tickets{'TOP'}-Id}
 Queue: Financial Aid and Scholarships - Referral
 InitialPriority: 99
 FinalPriority: 99
 Requestor: {$Tickets{'TOP'}-RequestorAddresses}
 Content: This request is a referral from a walk-in customer for Financial Aid 
 and Scholarships. The initial ticket has been closed but linked to this 
 ticket for any pertinent information
 ENDOFCONTENT
 
 I have searched the wiki looking for an example of how I can pass a custom 
 field value from a parent to the child.
 
 I was hoping if I assigned the custom fields to both queues, the parent and 
 the child queues, then I could pass the value from the parent to the child 
 via this template.
 
 Can anyone suggest a solution.
 
 Have you looked at documentation?
 
 http://bestpractical.com/rt/docs/latest/RT/Action/CreateTickets.html#Acceptable-Fields
 
 
  
 Thanks
 
 Joe
 
 
 
 Joe Kirby ,  Assistant Vice President, Business Systems
 Division of Information Technology (DoIT)
 Support Response -   http://www.umbc.edu/doit
 Administration 627
 Office - 410-455-3020
 Email - ki...@umbc.edu
 
 
 
 --
 RT Training in Seattle, June 19-20: http://bestpractical.com/training
 
 
 
 -- 
 Best regards, Ruslan.



-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] Want to pass a CF value to a child ticket in a different queue

2013-05-09 Thread Ruslan Zakirov 
On Thu, May 9, 2013 at 5:13 AM, Joe Kirby ki...@umbc.edu wrote:

 Below is a template that works great for creating a child ticket
 automatically

 ===Create-Ticket: Financial Aid and Scholarships - Referral
 Subject: Referral to Counselor from Walk-In::{$Tickets{'TOP'}-Subject}
 Referred-To-By: {$Tickets{'TOP'}-Id}
 Queue: Financial Aid and Scholarships - Referral
 InitialPriority: 99
 FinalPriority: 99
 Requestor: {$Tickets{'TOP'}-RequestorAddresses}
 Content: This request is a referral from a walk-in customer for Financial
 Aid and Scholarships. The initial ticket has been closed but linked to this
 ticket for any pertinent information
 ENDOFCONTENT

 I have searched the wiki looking for an example of how I can pass a custom
 field value from a parent to the child.

 I was hoping if I assigned the custom fields to both queues, the parent
 and the child queues, then I could pass the value from the parent to the
 child via this template.

 Can anyone suggest a solution.


Have you looked at documentation?

http://bestpractical.com/rt/docs/latest/RT/Action/CreateTickets.html#Acceptable-Fields




 Thanks

 Joe



 Joe Kirby ,  Assistant Vice President, Business Systems
 Division of Information Technology (DoIT)
 Support Response -   http://www.umbc.edu/doit
 Administration 627
 Office - 410-455-3020
 Email - ki...@umbc.edu



 --
 RT Training in Seattle, June 19-20: http://bestpractical.com/training




-- 
Best regards, Ruslan.


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

[rt-users] Want to pass a CF value to a child ticket in a different queue

2013-05-08 Thread Joe Kirby 
Below is a template that works great for creating a child ticket automatically 

===Create-Ticket: Financial Aid and Scholarships - Referral 
Subject: Referral to Counselor from Walk-In::{$Tickets{'TOP'}-Subject}
Referred-To-By: {$Tickets{'TOP'}-Id}
Queue: Financial Aid and Scholarships - Referral
InitialPriority: 99
FinalPriority: 99
Requestor: {$Tickets{'TOP'}-RequestorAddresses}
Content: This request is a referral from a walk-in customer for Financial Aid 
and Scholarships. The initial ticket has been closed but linked to this ticket 
for any pertinent information 
ENDOFCONTENT

I have searched the wiki looking for an example of how I can pass a custom 
field value from a parent to the child.

I was hoping if I assigned the custom fields to both queues, the parent and the 
child queues, then I could pass the value from the parent to the child via this 
template.

Can anyone suggest a solution.

Thanks

Joe



Joe Kirby ,  Assistant Vice President, Business Systems
Division of Information Technology (DoIT) 
Support Response -   http://www.umbc.edu/doit 
Administration 627
Office - 410-455-3020 
Email - ki...@umbc.edu



-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training