I've followed the method laid out in the wiki for automated approvals in order to create child tickets.
I've created the following template: ===Create-Ticket: Child Subject: {$Tickets{'TOP'}->Subject} - Child Depended-on-by: TOP Status: new Queue: TechOps Type: ticket Refers-To: {$Tickets{'TOP'}->Id()} Content: This is a child ticket ENDOFCONTENT And a scrip which makes use of it with the following settings: Condition: On Create Action: Create Tickets Template: CreateChild (the template above) Custom Condition: unless ( ( $self->TransactionObj->Type eq "CustomField" && $self->TransactionObj->Field == 9 ) || $self->TransactionObj->Type eq "Create" ) { return 0; } Custom action preparation code: return 0 unless $self->TicketObj->FirstCustomFieldValue('CustomerCare Ticket Type') =~ /Provisioning/i; Custom action cleanup code: return 1; What I am looking for it to do is create the child tickets only if the initial type of ticket is set to Provisioning. However, the child ticket is created regardless of the ticket type. I'd also like it to not create a child if the ticket comes in via email. Can someone point out the problems with my set-up that is causing it to break? Thanks Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com