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<DIV dir=ltr><FONT face=Arial color=#000000 size=2>Don't usually like to bump
threads, but sometimes they get lost amongst the traffic. Anyone have any
thoughts on this?</FONT></DIV></DIV>
<DIV dir=ltr><BR>
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<FONT face=Tahoma size=2><B>From:</B> rt-users-bounces@lists.bestpractical.com
on behalf of Ben Robson<BR><B>Sent:</B> Tue 28/03/2006 2:36 PM<BR><B>To:</B>
rt-users@lists.bestpractical.com<BR><B>Subject:</B> [rt-users] Grouping of
un-priv user tickets<BR></FONT><BR></DIV>
<DIV dir=ltr>
<DIV><FONT face=Arial color=#000000 size=2>All,</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </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><FONT face=Arial size=2></FONT> </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><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>This works great, up to a point.....</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </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><FONT face=Arial size=2></FONT> </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><FONT face=Arial size=2></FONT> </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><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2></FONT> </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><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>Thanks all, I am sure many may find this
useful.</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>Ben Robson</FONT></DIV><PRE>............................................................................................................................
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We give no warranties in relation to these matters. If you have any doubts about the authenticity of an email purportedly sent by us, please contact us immediately. Privacy - Please be aware that information provided in response to this email may contain personal information, which Classic Blue may collect, and use for the purposes of marketing information technology products and services to you. For further information regarding Classic Blue's privacy policies please refer to www.classicblue.com.au
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