How can I retrieve the ITSM::Impact value with TicketGet()?

[shostakovich]

Hi,

why doesn't this retrieve the Impact value (TicketFreeText14)?

Code: Select all

my %Ticket = $Self->{TicketObject}->TicketGet( TicketID => $Param{Data}->{TicketID} );
if ( $Ticket{TicketFreeText14} == '7' ) { ...

I checked: $Ticket{TicketFreeText14} is empty, but in reality it is not. According to http://dev.otrs.org/3.0/Kernel/System/Ticket.html this should work, AFAICS. With $Ticket{TypeID} etc. I get a value in return... What am I doing wrong?

TIA
Michael

[shostakovich]

Solved. The syntax was correct, but at the moment of execution the Key was not available. It's a bit tricky to find the right trigger moment.