Roy,<div>BINGO!</div><div>That solved the problem. I can't thank you enough for your patient assistance.</div><div>Have a wonderful day,</div><div><br></div><div>--Bryan Thoren</div><div><br><br><div class="gmail_quote">
On Fri, Feb 4, 2011 at 7:34 AM, Raed El-Hames <span dir="ltr"><<a href="mailto:Raed.El-Hames@daisygroupplc.com">Raed.El-Hames@daisygroupplc.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">
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<p class="MsoNormal"><span style="color:#1F497D">If you need to tinker with the code, then I think the changes you need to do will be in ColumnMap in html/Elements/RT__Ticket</span></p>
<p class="MsoNormal"><span style="color:#1F497D">Look for OwnerObj->Name and change it to OwnerObj->RealName </span></p>
<p class="MsoNormal"><span style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span style="color:#1F497D">Good luck</span></p>
<p class="MsoNormal"><span style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span style="color:#1F497D">Roy</span></p>
<p class="MsoNormal"><span style="color:#1F497D"> </span></p>
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<p class="MsoNormal"><b><span lang="EN-US" style="font-size:10.0pt">From:</span></b><span lang="EN-US" style="font-size:10.0pt"> Bryan Thoren [mailto:<a href="mailto:bthoren@gmail.com" target="_blank">bthoren@gmail.com</a>]
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<b>Sent:</b> 04 February 2011 12:12</span></p><div><div></div><div class="h5"><br>
<b>To:</b> Raed El-Hames<br>
<b>Subject:</b> Re: [rt-users] Show RealName in Query Results?</div></div><p></p>
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<p class="MsoNormal">Roy,</p>
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<p class="MsoNormal">I truly appreciate the help.</p>
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<p class="MsoNormal">As suggested, I found the setting in the user preferences. I tested all of the options. None of them impacted the search results at all. They *do* seem to change how user names appear in the query builder. Unfortunately, it appears
this preference setting is not connected to the __OwnerName__ field in the query results.</p>
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<p class="MsoNormal">Very frustrating! </p>
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<p class="MsoNormal">Perhaps the change needs to be made in the Perl code?</p>
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<p class="MsoNormal">Any other suggestions?</p>
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<p class="MsoNormal">Thanks again for the help,</p>
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<p class="MsoNormal">--Bryan</p>
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<p class="MsoNormal" style="margin-bottom:12.0pt"> </p>
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<p class="MsoNormal">On Fri, Feb 4, 2011 at 6:57 AM, Raed El-Hames <<a href="mailto:Raed.El-Hames@daisygroupplc.com" target="_blank">Raed.El-Hames@daisygroupplc.com</a>> wrote:</p>
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<p class="MsoNormal"><span style="color:#1F497D">Bryan:</span></p>
<p class="MsoNormal"><span style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span style="color:#1F497D">I think its also a user preference, (I don’t have my RT interface to hand), but I would suggest you look in your preferences and see if there are any
references to user name.</span></p>
<p class="MsoNormal"><span style="color:#1F497D">The idea is what you set in RT_SiteConfig is the default, but if you have already saved you preferences , then the format saved in there is the one that
apply.</span></p>
<p class="MsoNormal"><span style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span style="color:#1F497D">Roy</span></p>
<p class="MsoNormal"><span style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span style="color:#1F497D"> </span></p>
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<p class="MsoNormal"><b><span lang="EN-US" style="font-size:10.0pt">From:</span></b><span lang="EN-US" style="font-size:10.0pt"> Bryan Thoren [mailto:<a href="mailto:bthoren@gmail.com" target="_blank">bthoren@gmail.com</a>]
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<b>Sent:</b> 04 February 2011 11:23<br>
<b>To:</b> Raed El-Hames<br>
<b>Subject:</b> Re: [rt-users] Show RealName in Query Results?</span></p>
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<p class="MsoNormal">Roy,</p>
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<p class="MsoNormal">Thanks for the quick response.</p>
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<p class="MsoNormal">I already tried the following setting in RT_SiteConfig.pm. Is it the one you are referring to?</p>
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<p class="MsoNormal">Set($UsernameFormat, 'verbose');</p>
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<p class="MsoNormal"> </p>
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<p class="MsoNormal">According to the documentation, it should use RealName and EmailAddress. However, it did not make any difference to my query results.</p>
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<p class="MsoNormal">I did clear the Mason cache and re-start Apache, so all changes should take effect, right?</p>
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<p class="MsoNormal"> </p>
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<p class="MsoNormal">Did I do that wrong? Or, are there other options to try?</p>
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<p class="MsoNormal">Thanks again,</p>
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<p class="MsoNormal">--Bryan</p>
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<p class="MsoNormal" style="margin-bottom:12.0pt"> </p>
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<p class="MsoNormal">On Fri, Feb 4, 2011 at 6:07 AM, Raed El-Hames <<a href="mailto:Raed.El-Hames@daisygroupplc.com" target="_blank">Raed.El-Hames@daisygroupplc.com</a>> wrote:</p>
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<p class="MsoNormal"><span style="color:#1F497D">Bryan:</span></p>
<p class="MsoNormal"><span style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span style="color:#1F497D">I think you can do that via a configuration variable in your rt3/etc/RT_Config.pm</span></p>
<p class="MsoNormal"><span style="color:#1F497D">Have a look there.</span></p>
<p class="MsoNormal"><span style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span style="color:#1F497D">Regards;</span></p>
<p class="MsoNormal"><span style="color:#1F497D">Roy</span></p>
<p class="MsoNormal"><span style="color:#1F497D"> </span></p>
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<p class="MsoNormal"><b><span lang="EN-US" style="font-size:10.0pt">From:</span></b><span lang="EN-US" style="font-size:10.0pt">
<a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a> [mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a>]
<b>On Behalf Of </b>Bryan Thoren<br>
<b>Sent:</b> 04 February 2011 10:37<br>
<b>To:</b> <a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a><br>
<b>Subject:</b> [rt-users] Show RealName in Query Results?</span></p>
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<p class="MsoNormal"> </p>
<p class="MsoNormal">I'm running RT 3.8.8 on Ubuntu Server 10.10. Everything runs great. </p>
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<p class="MsoNormal">I need a way to display the ticket owner's RealName in query results instead of the short, login Name. In our system, the login name is a cryptic collection of letters and numbers.
Using the user's real name will make the search results much easier to read and work with.</p>
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<p class="MsoNormal">Thanks for your help!</p>
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<p class="MsoNormal">--Bryan Thoren</p>
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