[rt-users] Populating User data on ticket creation

Kelly F. Hickel kfh at mqsoftware.com
Fri Apr 30 09:09:31 EDT 2004

	Are you trying to get the initial user record (that's created by
a previously unknown email addr sending an email which creates a ticket)
automatically populated?  If so, where would it get the info from?

	What we're doing (or planning to do) is to have the user get
created automatically, then occasionally we'll go back in and flesh out
any user records that don't have details.  We use the comment field for
some product info, so we've modified the way that the user info is
displayed on a ticket (when the user isn't privileged you get another
section on the ticket display).  Our folks have decided that's good

Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
kfh at mqsoftware.com

> -----Original Message-----
> From: Richard Ellis [mailto:Richard.Ellis at Sun.COM]
> Sent: Friday, April 30, 2004 3:09 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Populating User data on ticket creation
> Hi Guys,
> Whilst looking at custom fields and getting them to work, we have
> that some of the data we are intending to capture can be dealt with by
> just populating the fields of the User instead.
> I'm not finding an example of this and I would prefer to avoid
> the core RT files. Has anyone ever done this successfully from a scrip
> template? Can I do this using ExtractCustomFields?
> The things we are looking to do are Organisation, Address, Phone No's
> from Email Body to the User Table.
> If anyone can point me to an example or where it is on the lists as
> is being less than helpful right now.
> Thanks
> Rik
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