[rt-users] RT-Users Digest, Vol 83, Issue 36
Joe Kirby (gmail)
kirby at umbc.edu
Thu Feb 10 14:08:36 EST 2011
On 2/10/2011 2:03 PM, rt-users-request at lists.bestpractical.com wrote:
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> Today's Topics:
>
> 1. unsubscribe (Dougherty Paul)
> 2. Re: How to Assign a value to a Custom Field using Requestor
> Real Name (Kenneth Crocker)
> 3. RT Content Area - Create Link (Andy GOKTAS)
> 4. Exclude email sender from ticket notifications (Fritz Mahnke)
>
>
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> Message: 1
> Date: Thu, 10 Feb 2011 10:31:42 -0800
> From: "Dougherty Paul"<paul_dougherty at prn.com>
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] unsubscribe
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>
> Message: 2
> Date: Thu, 10 Feb 2011 10:43:53 -0800
> From: Kenneth Crocker<kfcrocker at lbl.gov>
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] How to Assign a value to a Custom Field using
> Requestor Real Name
> Message-ID:
> <AANLkTikrzhXardFCixccqtXGd8bXZfC7JcPxD5MPQtEn at mail.gmail.com>
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>
> Joe,
>
> I'm curious why you want a report in a User's home page that would show
> tickets *requested by other users* because their last name uses the same
> letter (ie. CF with A - G). Why not just have a report that shows all
> non-resolved tickets for which they are the Requestor? That would certainly
> be easier to write and set up.
>
> Just a thought.
>
> Kenn
> LBNL
>
In this case the Requestors are Students and Faculty from the Campus at
large and they want to organize all their groups tickets by Requestor
last name instead of by queues they managed
They have indicated that this provides a more personalized approach in
that folks from A-F always get the same Counselor responding to them no
matter what queue they inidcated for their problem
I realize this is a bit unusual but it is real important to this
particular organization
Thanks
Joe
> On Wed, Feb 9, 2011 at 11:08 AM, Joe Kirby (gmail)<kirby at umbc.edu> wrote:
>
>> My users would like to have reports on their RT-at-a-Glance page which
>> would parse out their tickets from several queues into a report grouped by
>> the requestors initial of their last name.
>>
>> For example group 1 may be A-F, Group 2 G-K, etc.
>>
>> I was thinking of having a Custom Field associated with their queues that
>> was set at time of entry and then have the report use that value in this
>> field (A-Z) to select records
>>
>> My problem is that I do not know the field name for the Requestors Real
>> Name as indicated in the ?? marks below.
>>
>> Additionally, I am VERY open if someone has a better idea.
>>
>> Below is the script I was going to have exec at New Ticket entry
>>
>> Any help is greatly appreciated
>>
>> Thanks
>>
>> Joe
>>
>> my $CFName = 'Last Name Grouping';
>> my $RecTransaction = 1;
>>
>>
>> my $QueueObj = $self->TicketObj->QueueObj;
>> my $CFObj = RT::CustomField->new( $QueueObj->*??Requestor.RealName?? *);
>> $CFObj->LoadByNameAndQueue( Name => $CFName, Queue => $QueueObj->id );
>> unless( $CFObj->id ) {
>> $RT::Logger->warning("custom field '$CFName' isn't defined for queue
>> '". $QueueObj->Name ."'");
>> return undef;
>> }
>>
>>
>>
>> my $RequestorRealName = '*??Requestor.RealName??*';
>> my $LastInitial = substr($RequestorRealName ,instr($RequestorRealName ,'
>> ',-1,1)+1,1);
>>
>> unless( $self->TicketObj->FirstCustomFieldValue( $CFObj->id ) ) {
>> my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue(
>> Field => $CFObj->id,
>> Value => $LastInitial,
>> RecordTransaction =>
>> $RecTransaction );
>> unless( $st ) {
>> $RT::Logger->warning( "Couldn't set $DefaultValue as value for CF
>> $CFName:". $msg );
>> return undef;
>> }
>> }
>>
>> return 1;
>>
>> --
>> Joe Kirby , Assistant Vice President, Business Systems
>> Division of Information Technology (DoIT)
>> Support Response - http://www.umbc.edu/oit
>> Administration 627
>> Office - 410-455-3020
>> Email - kirby at umbc.edu
>>
>>
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> ------------------------------
>
> Message: 3
> Date: Thu, 10 Feb 2011 10:44:34 -0800
> From: "Andy GOKTAS"<andy.goktas at state.or.us>
> To:<rt-users at lists.bestpractical.com>
> Subject: [rt-users] RT Content Area - Create Link
> Message-ID:<4D53C192.649C.00EE.0 at PERS.STATE.OR.US>
> Content-Type: text/plain; charset=US-ASCII
>
> Hello,
>
> I'm trying to remember how to make a clickable link (after saving/updating a ticket) within a comment/reply, etc.
>
> It is something like:
> - RT[######], [RT######], RT[#######], [########]
>
> Did it before, I just can't remember.
>
> BTW, ###### = ticket number
>
> I'm not referring to the "Link" section of a ticket. I am aware of that. ;)
>
> Thanks,
> Andy Goktas
>
>
>
>
> ------------------------------
>
> Message: 4
> Date: Thu, 10 Feb 2011 13:02:45 -0600
> From: Fritz Mahnke<fmahnke at gmail.com>
> To: RT-Users at lists.bestpractical.com
> Subject: [rt-users] Exclude email sender from ticket notifications
> Message-ID:
> <AANLkTi=E7-vCVeMiVB25eWmjB1TcHbikeJ+fKRW6FN3- at mail.gmail.com>
> Content-Type: text/plain; charset=ISO-8859-1
>
> Hello, I am looking for a way to stop a user from receiving an email
> notification when they update a ticket by email. In other words, I
> would like to modify the Scrip
>
> "On Correspond Notify Requestors and Ccs with template Correspondence"
>
> so if user at domain.com is on the Cc list, they do not receive the
> notification back to them when they update a ticket by email.
>
> Would the best way to do this be creating a new Scrip with Custom
> Condition? Or is there a better workflow?
>
> Best regards,
> Fritz Mahnke
>
>
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> End of RT-Users Digest, Vol 83, Issue 36
> ****************************************
--
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - kirby at umbc.edu
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