I was able to do the script by my own, thanks to the rt wiki, if someone is
interested in the script, here it is:
my $scrip = 'Script:AutoAddCreatorAsRequestor';
# Get Current Ticket
my $Ticket = $self->TicketObj;
# Get Current Ticket ID
my $Id = $Ticket->id;
# Get E-Mail-Address of creator
my $EmailAddr = $self->TransactionObj->CreatorObj->EmailAddress;
# Get user object of creator
my $User = RT::User->new($RT::SystemUser);
$User->LoadByEmail($EmailAddr);
# Type of watch
my $type = 'Requestor';
# Principal of user
my $Principal = $User->PrincipalId;
# Add the creator as a watcher of type $type (requestor)
my ($ret, $msg) = $Ticket->AddWatcher(Type => $type, Email => $EmailAddr,
PrincipalId => $Principal,);
# Check if adding was successful
if ($ret) {
$RT::Logger->info("$scrip: New $type watcher added to ticket #$Id: $EmailAddr
(#$Principal)");
} else {
$RT::Logger->error("$scrip: Failed to add new $type watcher to ticket #$Id:
$EmailAddr (#$Principal) - $msg");
}
return 1;
It is really similar to this one, but much easier:
http://requesttracker.wikia.com/wiki/AddWatchersOnCorrespond
If someone can see some critical code in it, please let me know! Thanks in
advance.
And finally, rt is really great, now it does everything I need, nice job guys!
Regards,
Fabian
Am 04.07.2011 um 10:55 schrieb Fabian Unfried:
> Hi Kenn,
>
> that helped a lot, THANKS! My problem was that I thought the creator is
> automatically the requestor, I've got everything working as long as I
> manually add the creator of a ticket as one of the requestors, but how could
> I automatically do that?
> Could someone tell me how a script would look like, that automatically adds
> the creator of a ticket as the requestor when the ticket is created?
>
> Regards,
> Fabian
>
>
> Am 01.07.2011 um 18:41 schrieb Kenneth Crocker:
>
>> Fabian,
>>
>> First of all, the "Creator" does NOT have to be the Requestor. When creating
>> a new ticket via WebUI, just override the UserID/Email Address to represent
>> the person who wants the work to be done. RT will STILL maintain the
>> creators UserID.
>>
>> Second, all you have to do is grant "SeeQueue" and "ShowTicket" to the
>> "Requestor" role at whatever level you need this (Queue or Global). You
>> might want to add "ReplyToTicket" as well if you want them to be able to add
>> continuing thoughts (by sending an email to the same Queue address with the
>> ticket number referenced in the subject line) at any time while the ticket
>> is open.
>>
>> I just gave some basic concepts about rights in this list just awhile ago.
>>
>> Hope this helps.
>>
>> Kenn
>> LBNL
>>
>> On Fri, Jul 1, 2011 at 1:49 AM, Fabian Unfried <[email protected]> wrote:
>> Hi Kenn,
>>
>>> Fabian,
>>>
>>> What is the relationship of your "creator" and the ticket Owner and the
>>> ticket Requestor?
>>
>> Creator => Requestor (sorry, I guess that made my question a bit confusing)
>> As far as I understood rt the owner is the user which the ticket is assigned
>> to, or did I misunderstood something there?
>>
>>> Are they usually the same?
>>
>> I think it's some kind of the standard approach, so the requestor stays
>> always the same, but the owner is changing while the ticket will be solved.
>> But my problem is as long as the requestor isn't the owner, the requestors
>> can't see their tickets in their WebUI under open tickets, but I would like
>> that they can see their tickets also when some of the admins or staff
>> (privileged user) is assigned to their tickets. Is this possible?
>>
>>> Do the tickets get created via email or WebUI?
>>
>> WebUI
>>
>>
>> Regards
>> Fabian
>>
>>
>>>
>>> Kenn
>>> LBNL
>>>
>>> On Thu, Jun 30, 2011 at 8:34 AM, Fabian Unfried <[email protected]> wrote:
>>> Hi guys,
>>>
>>> just started with rt 4.0.1 and it is really great, but one question:
>>>
>>> Is there a way to show the tickets for the customers (unprivileged users)
>>> not only when they are assigned to it but also because they are the creator
>>> of a ticket? So to say I would like that a creator of a ticket can always
>>> see his/her ticket not only when he/she is assigned to his/her ticket.
>>>
>>> Thanks in advance.
>>>
>>> Regards,
>>> Fabian
>>>
>>>
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>>
>> --
>> Fabian Unfried
>> Senior Software Engineer
>> Zebra Enterprise Solutions
>>
>> Rossfelder Str. 65/5, 74564 Crailsheim, Germany
>> T+49 7951 96360 F+49 7951 963611
>> [email protected]
>> www.zebra.com/zes
>> WhereNet * proveo * Multispectral Solutions
>>
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>>
>> <ATT00001..txt>
>
>
> --
> Fabian Unfried
> Senior Software Engineer
> Zebra Enterprise Solutions
>
> Rossfelder Str. 65/5, 74564 Crailsheim, Germany
> T+49 7951 96360 F+49 7951 963611
> [email protected]
> www.zebra.com/zes
> WhereNet * proveo * Multispectral Solutions
>
> Managing Directors Zebra Enterprise Solutions GmbH:
> Phil Gerskovich, Gilles Pelzer, Michael Smiley
> Registered Office: Ulm, HRB 721672
> VAT Number: DE225496806
>
> <ATT00001..txt>
--
Fabian Unfried
Senior Software Engineer
Zebra Enterprise Solutions
Rossfelder Str. 65/5, 74564 Crailsheim, Germany
T+49 7951 96360 F+49 7951 963611
[email protected]
www.zebra.com/zes
WhereNet * proveo * Multispectral Solutions
Managing Directors Zebra Enterprise Solutions GmbH:
Phil Gerskovich, Gilles Pelzer, Michael Smiley
Registered Office: Ulm, HRB 721672
VAT Number: DE225496806
--------
2011 Training: http://bestpractical.com/services/training.html
