[rt-users] Populating User data on ticket creation

[Richard Ellis]

Hi Kelly,

We have a form externally, which pre-populates data into many of the fields, such as Organisation, Telephone No etc. We capture that and pass it into RT as part of the Body of the Message and use ExtractCustomFields to populate Custom fields, but it would be better if we simply populated the User that is generated with this information to avoid duplication.

Hope that explains what I'm trying to do.

Rik

----- Original Message -----
From: "Kelly F. Hickel" <kfh at mqsoftware.com>
Date: Friday, April 30, 2004 2:09 pm
Subject: RE: [rt-users] Populating User data on ticket creation

> Rik,
> 	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 
> outany 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
> enough....
> 
> -- 
> Kelly F. Hickel
> Senior Software Architect
> MQSoftware, Inc
> 952.345.8677
> kfh at mqsoftware.com
> 
> 
> > -----Original Message-----
> > From: Richard Ellis [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
> noticed
> > 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
> altering
> > the core RT files. Has anyone ever done this successfully from a 
> scripor
> > template? Can I do this using ExtractCustomFields?
> > 
> > The things we are looking to do are Organisation, Address, Phone 
> No'setc
> > from Email Body to the User Table.
> > 
> > If anyone can point me to an example or where it is on the lists as
> google
> > is being less than helpful right now.
> > 
> > Thanks
> > 
> > Rik
> > 
> > 
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