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