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Emmanuel,<br>
<br>
Thanks for great input but those things we are already doing. <br>
The key, though, is that when a new requester IS added, for any
reason, they need to receive an email (the Autoreply template,
actually) letting them know. That's what I need the condition for -
how to trap the addition of a new Requester so I can then Notify
Requesters in a scrip. The normal scrip only fires On Create - I
need one to fire On Add Requester.<br>
<br>
Thanks,<br>
-Rick<br>
<br>
<br>
<div class="moz-cite-prefix">On 1/17/2014 7:43 AM, Emmanuel Lacour
[via RequestTracker] wrote:<br>
</div>
<blockquote style='border-left:2px solid #CCCCCC;padding:0 1em' cite="mid:20140117134327.GE8052@easter-eggs.com"
type="cite"> On Thu, Jan 16, 2014 at 12:29:12PM -0800, rwzoerner
wrote:
<br>
> I found a list of condition snippets that was great, but for
all it had, it
<br>
> missed any examples related to when a new requestor is added.
<br>
> <br>
> One scenario is that technicians frequently take a phone call
and create the
<br>
> ticket for the requestor. That makes them the requestor and
then they have
<br>
> to go in and change it to the correct person. <br>
<br>
<br>
you may:
<br>
<br>
- disable CurrentUser to be the default requestor (empty field)
<br>
- use RT::Extension::MendatoryRequestor to force your staff to
enter a
<br>
valid one
<br>
<br>
that would reduce the wrong requestors.
<br>
<br>
you may also tweak your IPBX to create the ticket and lookup the
<br>
requestor in a directory (hints: asterisk, RT REST access,
LDAP/Customer
<br>
database) ;)
<br>
<br>
> <br>
> Another possibility is that they simply need to add a second
name as
<br>
> requestor.
<br>
> <br>
<br>
Even it's allowed to use multiple requestors in RT, I personnaly
don't
<br>
like this as it may make things complicate when it comes to
automate
<br>
based on requestor.
<br>
<br>
But if you wan't to do so, your staff can:
<br>
<br>
- do it when creating the ticket, "their email, customer email" in
<br>
Requestor field
<br>
- do it after ticket creation using the "People" link in the
ticket
<br>
menu.
<br>
<br>
<br>
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