[rt-users] Recording user/requestor attributes in ticket custom fields

[Peter Nugent]

Hi Kevin,

Thanks for replying so quickly I've read docs/templates.pod and now have
the requestor email address in the being returned in the mail. I'm not
so hot on the code though I just copied, pasted and swopped a few
obvious variables. I'm a bit lost when you say

"You should be checking the return values of AddValueForObject.
my ($ok, $msg) = $CF_Obj etc etc"

How do I even start to go about doing that? I've started to try teach
myself some basic Perl am I on the right track?

Thanks again,
Peter


 
 
 Peter Nugent | Technical Director | +353 (0) 45-531262 | +353 (0) 45-940522
Leinster Mills | Osberstown | Naas | Co. Kildare | Ireland | mailto:peter.nugent at hetg.ie | http://www.hetg.ie
 
--------------------------------------------------------------------------
Hibernia Computer Services (KILDARE) T/A Hibernia Evros Technology Group Registered in Ireland No. 425932
Registered Office: Block G, Cherrywood Science & Technology Park, Loughlinstown, Co. Dublin
 
 
-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: 17 February 2011 15:52
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Recording user/requestor attributes in ticket
custom fields

On Thu, Feb 17, 2011 at 10:35:58AM -0000, Peter Nugent wrote:
>    Hi all,
> 
> 
> 
>    I'm running RT 3.8.7 on Ubuntu 10.04 for a couple of months now so
am fairly comfortable with
>    the basics. I'd like to be able to record requestor info in custom
fields with a ticket so
>    that when an engineer is assigned the ticket this info can be part
of the summary mailed to
>    them.
> 
> 
> 
>    I've read that I can do this via a scrip and already have custom
fields being set to default
>    values but I can't figure out what objects(Is this the correct
term?) to set my user info
>    custom field to?
> 
> 
> 
>    What I'm asking is pretty much the same as here
>    [1]http://www.gossamer-threads.com/lists/rt/users/98591 but I
rather not use the callbacks
>    just yet - I'd like to get my head around scrips and
objects/variables first.
> 
> 
> 
>    I found the code below and modified it slightly I can't remember
its original function or
>    where I found it for that matter but it was similar to what I was
after - I think!
>    Unfortunately I'm not getting anything stored in the Custom Field

You should be checking the return values of AddValueForObject.
my ($ok, $msg) = $CF_Obj etc etc
also, review docs/templates.pod for more about what info you can get at
in Templates

-kevin

>    my $T_Obj = $self->TicketObj;
> 
>    my $requestor_address = $T_Obj->RequestorAddresses;
> 
>    my $cf_value;
> 
>    my $CF_Obj = RT::CustomField->new($self->CurrentUser);
> 
>    my $cf_name = "CSM Name"; #change this to the CF name
> 
> 
> 
>    $requestor_address =~ /(^.+)@([^\.].*\.[a-z]{2,}$)/;
> 
>    $cf_name = $1
> 
>    $CF_Obj->LoadByName( Name => $cf_name,);
> 
>    $RT::Logger->debug( "Loaded \$CF_Obj->Name = ". $CF_Obj->Name() 
> ."\n" );
> 
>    $CF_Obj->AddValueForObject( Object  => $self->TicketObj,Content => 
> $cf_value, );
> 
>    return 1;
> 
> 
> 
> 
> 
>    Can someone point me in the right direction is the code I'm using
even close?
> 
> 
> 
>    Thanks in advance and let me know if you need more info,
> 
>    Peter
> 
> 
> 
> 
> 
>     Peter Nugent | Technical Director | +353 (0) 45-531262 | +353 (0) 
> 45-940522
> 
>    Leinster Mills | Osberstown | Naas | Co. Kildare | Ireland |
[2]peter.nugent at hetg.ie |
>    [3]www.hetg.ie
> 
> 
> 
>    
> ----------------------------------------------------------------------
> ------------------------
> 
>    Hibernia Computer Services (KILDARE) T/A Hibernia Evros Technology
Group Registered in Ireland
>    No. 425932
>    Registered Office: Block G, Cherrywood Science & Technology Park, 
> Loughlinstown, Co. Dublin
> 
> 
> 
> 
> 
> References
> 
>    Visible links
>    1. http://www.gossamer-threads.com/lists/rt/users/98591
>    2. mailto:peter.nugent at hetg.ie
>    3. http://www.hetg.ie/