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