[rt-users] Bump: Grouping of un-priv user tickets

[Ben Robson]

Don't usually like to bump threads, but sometimes they get lost amongst the traffic.  Anyone have any thoughts on this?

________________________________

From: rt-users-bounces at lists.bestpractical.com on behalf of Ben Robson
Sent: Tue 28/03/2006 2:36 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Grouping of un-priv user tickets


All,
 
I, along with others I believe, have been struggling with the issue of allowing un-priv users who work for the same company (customer) to see each others tickets.
 
I have a scrip in place that currently checks the Organization ( my $organization = $self->TransactionObj->CreatorObj->__Value('Organization'); ) of the creator of the ticket and then proceeds to add the details to the CC list of the ticket for all other users who's organization is the same value.
 
This works great, up to a point.....
 
In the event that the Requestor is not the Creator, for example when the requestor calls the company's helpdesk and a helpdesk operator completes the ticket, the Creator's organization details are used and not the Requestor's.
 
This means that when a member of the Requesting company goes to view tickets the created ticket may not be vissible, unless they are explicitly the individual who requested it.
 
Below is my "Customer action preparation code".  Can anyone see how this might be modified such that rather than getting the Creator's organization on the first line, it gets the Requestor's organization instead?
 
 
my $organization = $self->TransactionObj->CreatorObj->__Value('Organization');
my $users = new RT::Users($RT::SystemUser);
my $cclist = $self->TicketObj->Cc;
 
while( my $user = $users->Next )
{
        my $userOrg=$user->Organization;
        if ($organization eq $userOrg) {
       $cclist->AddMember($user->id)
        } 
 $RT::Logger->info( "OnCreateCCDomain scrip added ". $user->Name ." as a CC!" );
}
 
Thanks all, I am sure many may find this useful.
 
Ben Robson
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