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Ben,<br>
<br>
There's an awful lot of code in RT that relies on some of the
default info to remain unchanged, like the requestor. If you need some
other custom field to show someone else created the request, then fine,
create the custom field but leave the requestor field alone and make
sure that when the "creator" creates the ticket, the correct info on
the "real" requestor (like e_mail, etc.) is put in and I think the
Requestor will get his e_mail and be able to do whatever rights you
gave to the requestor role (liek seeQueue, show outgoingmail,
showticket, reply to ticket, etc.). Our feelings here are that adding
custom code should NEVER interfere with the code that is already there,
it should be extra and self-contained. Less chance of messing up a
function that was already working when the software arrived. But heck,
that's just our philosphy and what do we know. ;-)<br>
<br>
Kenn<br>
<br>
Ben Robson wrote:
<blockquote
cite="midE5D4E084CDBAF84C8D69BC83ACAC5882334985@sydcbsexc001.classicblue.corp"
type="cite">
<meta http-equiv="Content-Type" content="text/html; ">
<div><font color="#000000" face="Arial" size="2">All,</font></div>
<div> </div>
<div><font face="Arial" size="2">I, along with others I believe, have
been struggling with the issue of allowing un-priv users who work for
the same company (customer) to see each others tickets.</font></div>
<div> </div>
<div><font face="Arial" size="2">I have a scrip in place that
currently checks the Organization ( my $organization =
$self->TransactionObj->CreatorObj->__Value('Organization'); )
of the creator of the ticket and then proceeds to add the details to
the CC list of the ticket for all other users who's organization is the
same value.</font></div>
<div> </div>
<div><font face="Arial" size="2">This works great, up to a point.....</font></div>
<div> </div>
<div><font face="Arial" size="2">In the event that the Requestor is
not the Creator, for example when the requestor calls the company's
helpdesk and a helpdesk operator completes the ticket, the Creator's
organization details are used and not the Requestor's.</font></div>
<div> </div>
<div><font face="Arial" size="2">This means that when a member of the
Requesting company goes to view tickets the created ticket may not be
vissible, unless they are explicitly the individual who requested it.</font></div>
<div> </div>
<div><font face="Arial" size="2">Below is my "Customer action
preparation code". Can anyone see how this might be modified such that
rather than getting the Creator's organization on the first line, it
gets the Requestor's organization instead?</font></div>
<div> </div>
<div> </div>
<div><font face="Arial" size="2">my $organization =
$self->TransactionObj->CreatorObj->__Value('Organization');</font></div>
<div><font face="Arial" size="2">my $users = new
RT::Users($RT::SystemUser);</font></div>
<div><font face="Arial" size="2">my $cclist =
$self->TicketObj->Cc;<br>
<br>
while( my $user = $users->Next )<br>
{<br>
my $userOrg=$user->Organization;<br>
if ($organization eq $userOrg) {<br>
$cclist->AddMember($user->id)<br>
} <br>
$RT::Logger->info( "OnCreateCCDomain scrip added ". $user->Name
." as a CC!" );<br>
}</font></div>
<div> </div>
<div><font face="Arial" size="2">Thanks all, I am sure many may find
this useful.</font></div>
<div> </div>
<div><font face="Arial" size="2">Ben Robson</font></div>
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