If I were to use the UserObj, how would that look? I find it difficult to make the transition from requestor e-mail address to used ID and from there to a users custom field O_o
As for the More about requestors box, we like the default usage lol + we want the ability to make reports/charts based on the value of the tickets Organisation field. -- Bart 2011/10/5 Kevin Falcone <[email protected]> > On Wed, Oct 05, 2011 at 09:08:37AM -0500, [email protected] wrote: > > On Wed, Oct 05, 2011 at 03:31:32PM +0200, Bart wrote: > > > Hi, > > > > > > For users we've added an extra CF which is an autocomplete field > containing > > > a list of roughly 450 organisations that we work with. We had to make a > > > separate CF for this in order to help our users a little, saves typo's > and > > > makes adding an organisation to a user easy. So basically we're > ignoring the > > > RT default Organisation field and have a separate CF for this purpose. > > > > > > The second thing we now want is to show that organisation name (the one > in > > > the organisation CF) in our tickets, so that we can make nice reports > based > > > on that information. > > > This is where I'm stuck, I can't seem to figure out how to read the CF > for a > > > requestor (or any user) and thus am unable to write the value into a > ticket > > > CF. > > > > > > I know how to read and write into ticket CF's, but I have no clue on > how to > > > read information from a requestor of a ticket. > > > > > > Reading information from a tidcket CF: > > > > > > $self->TicketObj->FirstCustomFieldValue('Custom Field Name'); > > > > > > Writing information into a ticket CF: > > > > > > $self->TicketObj->AddCustomFieldValue(Field => 'Custom Field Name', > Value => > > > $my_owner); > > > > > > Or, instead of a variable use a fixed value between single quotes. > > > > > > I also know that this piece of code gets a ticket requestor e-mail > address: > > > > > > my $requestor_address = $self->TicketObj->RequestorAddresses; > > > > > > But thats about as far as I'm able to get.... > > > > > > Can anyone point me in the right direction for this one? > > > > > > > > > -- Bart > > > > Hi Bart, > > > > If I am understanding your question, you want to be able to script > > reading/writing User custom fields. It happens that I have hit the > > same stumbling block. It is easy to update Ticket custom fields, but > > I would like to do the same with User CFs. The only thing that looks > > like it would work is RT::Record, ugh. I hope that someone has a > > better option... patch for REST, the RT CLI...? Any help would be > > appreciated. > > Have you tried FirstCustomFieldValue or AddCustomFieldValue on a User > object? > They're RT::Record methods, and thus available on all RT objects > (although it only makes sense on the ones that have CFs applied). > > RT4 also allows customization of the More about Requestors box from > the config using Formats so you can just display the User CF directly > rather than copying. > > -kevin > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA — October 18 & 19, 2011 > * Washington DC, USA — October 31 & November 1, 2011 > * Barcelona, Spain — November 28 & 29, 2011 >
-------- RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011
