[rt-users] RT-Extension-FormTools examples
dgood at willingminds.com
Wed Mar 28 13:51:14 EDT 2012
On 3/27/2012 5:36 PM, Kevin Falcone wrote:
> On Tue, Mar 27, 2012 at 03:08:53PM -0700, David Good wrote:
>> We have an existing RT 3.8.8 instance and our helpdesk manager has
>> noticed that they're creating a lot of similar tickets. We have several
>> custom fields definied and he'd like to be able to create certain
>> pre-defined ticket types that would automatically fill in the
>> appropriate values for these (mandatory) custom fields.
>> I'm thinking that RT-Extension-FormTools will work, but I have no idea
>> how to put together a custom page with it. Are there any examples
>> anywhere I could look at for inspiration?
> I'm not sure that's the tool you're looking for.
> RT-Extension-FormTools is for building custom ticket creation forms.
> I'd probably modify the QuickCalls extension to support Custom Fields
> and use that to give them a list of "common ticket types". I can't
> remember if it's been updated to support CFs or not, so you might get
You're right -- QuickCalls is exactly what we need. You can set Custom
Fields as well, you just have to know the field's ID and then to set its
value you'd use 'CustomField-<id>' instead of the field name, like this:
Name => 'New Account Request',
Queue => 'Helpdesk',
Status => 'open',
'CustomField-3' => 'Your desired Custom Field value',
SetOwnerToCurrentUser => 1,
The SetOwnerToCurrentUser option is nice, too. It should probably be
documented somewhere -- I only found it when I was poking around trying
to figure out how to set Custom Field values.
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