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<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">The scrip do all sorts of things, so I just put the relevant bits below
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">Condition: On Create<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">Action: User Defined<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">Custom action preparation code: return 1;<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">Custom action cleanup code:<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">#Assumption ticket is created via mail/web by a customer contact.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">#So creator == requestor<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">my $req =$self->TicketObj->CreatorObj ;<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">my $org = $req->ContactMembership ; #ContactMembership explained below<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">if ($org) {<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> #We found this requestor belong to a Customer group<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> my $g_obj = RT::Group->new(RT::SystemUser);
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> $g_obj->LoadUserDefinedGroup($org);<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> my $service_id = $g_obj->FirstCustomFieldValue('Service_Order');<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> my $service_valid_from = $g_obj->FirstCustomFieldValue('Service_Order_Start');<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> my $service_expire = $g_obj->FirstCustomFieldValue('Service_Order_Expire');
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> $self->{custfield}=RT::CustomField->new(RT::SystemUser);
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> $self->{custfield}->LoadByName(Name=> 'Customer_name');<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> $self->{TicketObj}->AddCustomFieldValue(Field=>$self->{custfield},Value=> $org);<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> $self->{custfield2}=RT::CustomField->new(RT::SystemUser);
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> $self->{custfield2}->LoadByName(Name=> 'Service_Order_Number');<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> $self->{TicketObj}->AddCustomFieldValue(Field=>$self->{custfield2},Value=> $service_id);<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> $self->{custfield3}=RT::CustomField->new(RT::SystemUser);
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> $self->{custfield3}->LoadByName(Name=> ‘Service_Order_Number_Expire_Date');<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> $self->{TicketObj}->AddCustomFieldValue(Field=>$self->{custfield3},Value=> $service_expire );<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> return 1;<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">} else {<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> return undef;<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">}<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">ContactMembership is a function I written and put it in User_Vendor.pm.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">There are few ways to extract groups a user belong to , but I needed one specific to customers.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">sub ContactMembership {<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> # Identify a group a user belong to<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> # Used in scrip action to identify cust contact<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> # Expects a user id and return group name<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> # If user belong to more than one it returns undef<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> # This should not happen with customer contacts<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> my $self = shift;<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> my $MemberId = $self->Id ;<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> my $group_list = '';<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> my $Groups = RT::Groups->new($RT::SystemUser);<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> $Groups->Limit( FIELD => 'Description',OPERATOR => 'LIKE', VALUE => 'Customer-');<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> $Groups->Limit( FIELD => 'Domain',OPERATOR => '=', VALUE => 'SystemInternal');<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> $Groups->Limit( FIELD => 'Domain',OPERATOR => '=', VALUE => 'UserDefined');<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> my $alias = $Groups->Join(<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> TYPE => 'left',<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> ALIAS1 => 'main',<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> FIELD1 => 'id',<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> TABLE2 => 'GroupMembers',<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> FIELD2 => 'GroupId'<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> );<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> $Groups->Limit(<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> ALIAS => $alias,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> FIELD => 'MemberId',<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> OPERATOR => '=',<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> VALUE => $MemberId,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> );<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> return undef unless $Groups->Count == 1 ;<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"> return $Groups->First->Name ;<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">}<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">As I mentioned I removed bits from the scrip and the function, so please check the code for any errors.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">Note my customer groups have their description starting with Customer-<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">Regards;<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">Roy<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span lang="EN-US" style="font-size:10.0pt;font-family:
"Tahoma","sans-serif"">From:</span></b><span lang="EN-US" style="font-size:10.0pt;
font-family:"Tahoma","sans-serif""> Walid Haider [mailto:walid.haider@movensis.com]
<br>
<b>Sent:</b> 24 March 2011 14:53<br>
<b>To:</b> Raed El-Hames; rt-users@lists.bestpractical.com<br>
<b>Subject:</b> RE: Support Contract Client Check<o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<div>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">Hi Roy,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">Thanks for your response, any chance you can send me an example of the global scrip you are using?<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">Regards,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">Walid<o:p></o:p></span></p>
</div>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span lang="EN-US" style="font-size:10.0pt;font-family:
"Tahoma","sans-serif"">From:</span></b><span lang="EN-US" style="font-size:10.0pt;
font-family:"Tahoma","sans-serif""> Raed El-Hames [mailto:Raed.El-Hames@daisygroupplc.com]
<br>
<b>Sent:</b> quinta-feira, 24 de Março de 2011 12:10<br>
<b>To:</b> Walid Haider; rt-users@lists.bestpractical.com<br>
<b>Subject:</b> RE: Support Contract Client Check<o:p></o:p></span></p>
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<p class="MsoNormal"><span lang="PT"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">Walid:<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">I’ve done something similar but my approach was slightly different.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">My customers in most cases have more than one contact, so for every customer I created a group, and added their contacts as members of their group, the group name is the customer name, and I
added a couple of group custom fields, contract_name and contract_expire_date.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">When any of the contacts create a ticket, there is a global scrip that identify the requestor and if it belongs to a customer group it populates a ticket custom field customer_name with the name
of the group the requestor belongs to, it also populates ticket custom fields relating to contract name and expire grabbed from the group custom fields.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">To keep my RT in sync with the CRM system (to update the customer and contract information), I run daily script that export this info from CRM and update the group custom fields within my RT.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">Hope this helps.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">Regards;<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D">Roy<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span lang="EN-US" style="font-size:10.0pt;font-family:
"Tahoma","sans-serif"">From:</span></b><span lang="EN-US" style="font-size:10.0pt;
font-family:"Tahoma","sans-serif""> rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com]
<b>On Behalf Of </b>Walid Haider<br>
<b>Sent:</b> 24 March 2011 11:54<br>
<b>To:</b> rt-users@lists.bestpractical.com<br>
<b>Subject:</b> [rt-users] Support Contract Client Check<o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span lang="EN-US">Hi, <o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">I am running RT 3.8.4 and have created a custom field, with a list of all our clients, so that the client name is selected from the list when creating or updating a ticket.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">I am now looking to implement a way of checking if the client’s support contract has not expired (and perhaps even, displaying a message informing the RT user that the client’s contract has expired and also highlighting
the custom field in red – under ticket metadata – when viewing existing tickets referring to clients that do not have valid support contract).
<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">This support contract information is available in an excel spreadsheet that I could either:<o:p></o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-18.0pt;mso-list:l0 level1 lfo2"><![if !supportLists]><span lang="EN-US" style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span lang="EN-US">link to RT in some way (of course, the danger here is that in order for this to work, the name of client must be exactly the same as in RT) or;<o:p></o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-18.0pt;mso-list:l0 level1 lfo2"><![if !supportLists]><span lang="EN-US" style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span lang="EN-US">update the support contract information in RT form time to time (probably safer this way)<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">In future, I would also like to allow our clients to be able to view and update their own tickets, and would also like to deny access (automatically, based on the check above) if the support contract has expired – possibly
displaying a message informing the user that why the access was denied. <o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">I would really appreciate in if someone could point me in the right direction.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Thanks and regards,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Walid<o:p></o:p></span></p>
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