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

[Kenneth Crocker]

Ben,

    There's an awful lot of code in RT that relies on some of the 
default info to remain unchanged, like the requestor. If you need some 
other custom field to show someone else created the request, then fine, 
create the custom field but leave the requestor field alone and make 
sure that when the "creator" creates the ticket, the correct info on the 
"real" requestor (like e_mail, etc.) is put in and I think the Requestor 
will get his e_mail and be able to do whatever rights you gave to the 
requestor role (liek seeQueue, show outgoingmail, showticket, reply to 
ticket, etc.). Our feelings here are that adding custom code should 
NEVER interfere with the code that is already there, it should be extra 
and self-contained. Less chance of messing up a function that was 
already working when the software arrived. But heck, that's just our 
philosphy and what do we know. ;-)

Kenn

Ben Robson wrote:

> 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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