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<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</span><span
lang=EN-US style='color:#1F497D'><o:p></o:p></span></p>
</div>
<p class=MsoNormal><span lang=EN-US style='color:#1F497D'><o:p> </o:p></span></p>
<div>
<div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0cm 0cm 0cm'>
<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>
</div>
</div>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><span lang=EN-GB style='font-size:12.0pt;color:#1F497D'>Walid:<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-GB style='font-size:12.0pt;color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span lang=EN-GB 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 lang=EN-GB 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 lang=EN-GB 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 lang=EN-GB style='font-size:12.0pt;color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span lang=EN-GB 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 lang=EN-GB style='font-size:12.0pt;color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span lang=EN-GB style='font-size:12.0pt;color:#1F497D'>Hope
this helps.<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-GB style='font-size:12.0pt;color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span lang=EN-GB style='font-size:12.0pt;color:#1F497D'>Regards;<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-GB style='font-size:12.0pt;color:#1F497D'>Roy<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-GB 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>
</div>
</div>
<p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></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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