On Fri, Feb 20, 2009 at 11:14 AM, Raed El-Hames <r...@vialtus.com> wrote: > What happens if you create the ticket first, then update /modify it adding > the CF and link relationship after ..
I'm not sure what you mean; this is the chain of events already. The ticket comes in, and ExtractCustomFieldValues scans the body for info that goes into custom fields as it's created. Some tickets will need to spawn other tickets. Since they're related to the same task / info / event, they need to have the same CF data. But since they have the same CF data, the ticket Create event merges it into the parent or referrer or whatever. I guess what i want is tickets that are created via email submission should be merged without user intervention, but manually created tickets should not. > Its more clicks for the users but may work for you .. I do not envision success telling the users that, heh. > In a way I think there is some contradictions on what you doing, you want > all tickets with the same CF to merge , but at the same time you want some > not to Yeah, i guess more precisely it's how they're created that's important. Automated systems may spew 2-10 notifications about the same event, and they arrive via email, and they should all be one ticket. A user creating a ticket by hand should be trusted to be creating a new ticket for a reason and not get it automerged. If i can't solve this, i either can't automerge all the automated duplicates, or i can't use links. Neither option is attractive. Clunky last resort at this point seems to be to clear the CF on the form when following the Create link from Links... box, then add them back afterwards. Bleh. -- /chown -R us:us /yourbase _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com