[rt-users] Easily assigning "requestor" a username rather than an email

[Jonathan Reeder]

Cool, this sounds very promising.  I'm a bit unindoctrinated though, so
you'll have to excuse me.  Is this going to allow me to put a username in
the "Requestor" field, then when I save the ticket, it will automatically
assign that user's email address to the "Requestor" field?

Thanks a bunch.

-----Original Message-----
From: Todd Chapman [mailto:rt at chaka.net]
Sent: Tuesday, January 11, 2005 11:40 AM
To: Jonathan Reeder
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Easily assigning "requestor" a username rather
than an email


I think there are some places in RT where LoadByEmail is called and
it should probably just be Load(). User_Overlay::Load() should
be changed to:

sub Load {
    my $self       = shift;
    my $identifier = shift || return undef;

    #if it's an int, load by id. otherwise, load by name.
    if ( $identifier =~ /^\d+$/ ) {
        $self->SUPER::LoadById($identifier);
    }
    elsif ($identifier =~ /\@/) {
        $self->LoadByEmail( $identifier );
    }
    else {
        $self->LoadByCol( "Name", $identifier );
    }
}

On Tue, Jan 11, 2005 at 11:21:49AM -0600, Jonathan Reeder wrote:
> Since this question requires a little bit of background, I'm going to
state
> the question itself as simply as possible before I get into the
back-story.
>
> Q: How can I easily make the "requestor" of a ticket a user other than
> myself, without necessarily knowing that user's email address?  Secondary
to
> that, is it possible to search through tickets by a requestor's username
> rather than by his email address?
>
> If this makes sense as is, read no further.  If not, you can see why I'm
> asking below:
>
> The way we have our RT set up is such that our clients are set up as users
> in the system.  They can each login, search tickets, create tickets, etc.
> However, they also call us quite frequently.  When they call us, an
internal
> support staff member will create a new ticket, and change the requestor
from
> himself to the client's email address as listed in their "Edit User" form.
> Unfortunately, its obviously a lot easier to ask a caller "What is your
> company name?" (which we use as their username) than it is to say "What
> email address to you have on file with us?".  So it would be awesome if
the
> person fielding the call could just pop in a username rather than having
to
> find the email address associated with that username.
>
> Also, I'd like to be able to search through tickets by providing a
> requestor's username rather than his email address.  Right now, the search
> criteria only has "(Requestor's|CC's|AdminCC's) email address
> (contains|doesn't contain) __________".  I'm wondering if any of you guys
> have come up with an easier way to search through tickets by a requesting
> user rather than by a requesting user's email address.
>
> Thanks a bunch for taking the time to help out.
>
> Jonathan Reeder

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