[rt-users] Requester details in query

[Kevin Falcone]

On Fri, Dec 04, 2009 at 10:09:49AM -0700, Randy Smith wrote:
> Kenneth Marshall wrote:
> > On Thu, Dec 03, 2009 at 03:36:42PM -0700, Randy Smith wrote:
> >> Greetings,
> >>
> >> I want to create a printable report that lists open tickets in a queue
> >> that includes requester details including phone and address.
> >>
> >> Is there a way to do that with the query builder or do I have to whip
> >> out my perl-fu and write a custom report.
> >>
> >>
> > Randy,
> > 
> > We populate custom fields with the requestor information at
> > ticket creation since it does change over time and this allows
> > us to know, for example, from which department the request 
> > originated. If you do that, you should be able to simple add
> > the appropriate CF's to your report.
> 
> I'm populating the user's detail fields using ExternalAuth and LDAP. I
> don't like the idea of pushing that info custom fields when it already
> exists elsewhere but it's certainly an option, perhaps for the room
> number. It doesn't make as much sense for things like requesters phone
> number though.

If you don't want to copy user data into ticket cfs, the right way to do
it is to use the callbacks available in BuildFormatString and
RT__Ticket/ColumnMap to add new display fields (you can see the
existing Requestors key for an idea of what needs doing).

-kevin
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