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This is a work around for the fact that quote folding is always active, regardless of whether ticket is just being created. See my post to the forums about this issue. Keith Creasy suggested copying the content of the initial transaction into a custom field called Problem. This also has the advantage that the Problem CF can be edited later, as the ticket evolves, which makes it a useful repository for information that you want to see at the top of the ticket.


  • Conditon: On Create
  • Action: User Defined
  • Template: Blank

Custom action preparation code


Custom action code

my $Ticket = $self->TicketObj;
my $Transaction = $self->TransactionObj;
my $CF = RT::CustomField->new( $RT::SystemUser );

$CF->LoadByNameAndQueue( Name => 'Problem', Queue => $Ticket->Queue );

    Object => $Ticket, Content => $Transaction->Content