Ah. I think I see it here: 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) Try setting the scrip to: Condition: User Defined Action: User Defined (maybe... Create Tickets may work) Template: CreateChild Also, throw some debug statements in to make sure you are getting the expected values. Mathew Snyder wrote: > That wouldn't be it. I set custom fields in other scrips. > > Keep up with me and what I'm up to: http://theillien.blogspot.com > > > Drew Barnes wrote: > >> IIRC, Custom fields are set in a different transaction than the ticket >> creation. Perhaps this is tripping you up? >> >> Mathew Snyder wrote: >> >>> Mathew Snyder wrote: >>> >>> >>>> 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 $self->TicketObj->FirstCustomFieldValue('CustomerCare >>>> Ticket >>>> Type') =~ /Provisioning/i; >>>> >>>> Custom action cleanup code: >>>> return 1; >>>> >>>> What I am looking for it to do is create the child tickets only if the >>>> initial >>>> type of ticket is set to Provisioning. However, the child ticket is >>>> created >>>> regardless of the ticket type. I'd also like it to not create a child if >>>> the >>>> ticket comes in via email. >>>> >>>> Can someone point out the problems with my set-up that is causing it to >>>> break? >>>> >>>> Thanks >>>> Mathew >>>> >>>> >>> I've changed the logic to: >>> Custom condition: >>> if (($self->TransactionObj->Type eq "CustomField" && >>> $self->TransactionObj->Field == 9 && >>> $self->TicketObj->FirstCustomFieldValue('Ticket Type')) eq "Provisioning")){ >>> return 1; >>> } else { >>> return 0; >>> } >>> >>> Custom action preparation code: >>> return 1; >>> >>> Custom action cleanup code: >>> empty >>> >>> But still get child tickets created regardless of the value of the "Ticket >>> Type" CF. >>> >>> 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 >>> >>> _______________________________________________ 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