[rt-users] Organisations vs individual requestors

[Seth Cohn, EFN General Manager]

> > > It's CreatorObj->Organization
> >
> > Is it always? ;)
> >
> > If you're using $this_ticket->CreatorObj->Organization , you get the
> > Organization field of the person who created the ticket.  For tickets
> > created via email, this should be the same person as the requestor.
> >
> > However (and not knowing your workflow), tickets created by say, a
> > helpdesk person based on a phone call, would inherit (by your method) the
> > Organization field of the helpdesk person, not the actual requestor.
>
> Poo. The workflow I'm envisaging would be tickets get created via email,
> or by a helpdesk operator manually entering one. How do I get around the
> creator issues with the latter?

Bruce, I found this email you helped with that points to the solution
needed:

http://lists.fsck.com/pipermail/rt-devel/2002-May/002239.html
(and the search patch referred there would also help Andrew out I think)

'Requestors->First->OwnerObj->Organization'

Andrew, put this in into your config.pm:

{ Header => 'Organization',
         TicketAttribute => 'Requestors->First->OwnerObj->Organization',
         },

If you have 2 different requestors from different orgs, this won't work,
but it doesn't sound like that's an issue here.

Seth