[rt-users] Read requestor user CF and write the value into a ticket CF

[Ruslan Zakirov]

On Thu, Oct 6, 2011 at 4:18 PM, Bart <bart at pleh.info> wrote:
> I've gotten a little further now with the following code:
>
>> my $my_rq = $self->TicketObj->RequestorAddresses;
>>
>> my $temp_user = RT::User->new();
>> $temp_user->LoadByEmail($my_rq);

Instead you can use the following code:

my $users = $self->TicketObj->Requestors->UserMembersObj;
my $first_user = $users->First;

>> my $rq_org = $temp_user->Organization();
>>
>> $self->TicketObj->AddCustomFieldValue(Field => 'Oplossing', Value =>
>> $rq_org);
>>
>> return 1;
>
> But, getting a custom field value from that user (instead of the regular
> organization field) doesn't seem to work.
> I've tried the following line for getting the User CF:
>
>> my $rq_org = $temp_user->FirstCustomFieldValue('CF Name');
>
> Any thoughts on how to get the User CF?

That line should work. Any special (non-ASCII) characters in name of
the CF? If yes then "use utf8;" line in the beginning of the code.

> -- Bart
>
>
> 2011/10/5 Bart <bart at pleh.info>
>>
>> If I were to use the UserObj, how would that look?
>>
>> I find it difficult to make the transition from requestor e-mail address
>> to used ID and from there to a users custom field O_o
>>
>> As for the More about requestors box, we like the default usage lol + we
>> want the ability to make reports/charts based on the value of the tickets
>> Organisation field.
>>
>> -- Bart
>>
>>
>> 2011/10/5 Kevin Falcone <falcone at bestpractical.com>
>>>
>>> On Wed, Oct 05, 2011 at 09:08:37AM -0500, ktm at rice.edu wrote:
>>> > On Wed, Oct 05, 2011 at 03:31:32PM +0200, Bart wrote:
>>> > > Hi,
>>> > >
>>> > > For users we've added an extra CF which is an autocomplete field
>>> > > containing
>>> > > a list of roughly 450 organisations that we work with. We had to make
>>> > > a
>>> > > separate CF for this in order to help our users a little, saves
>>> > > typo's and
>>> > > makes adding an organisation to a user easy. So basically we're
>>> > > ignoring the
>>> > > RT default Organisation field and have a separate CF for this
>>> > > purpose.
>>> > >
>>> > > The second thing we now want is to show that organisation name (the
>>> > > one in
>>> > > the organisation CF) in our tickets, so that we can make nice reports
>>> > > based
>>> > > on that information.
>>> > > This is where I'm stuck, I can't seem to figure out how to read the
>>> > > CF for a
>>> > > requestor (or any user) and thus am unable to write the value into a
>>> > > ticket
>>> > > CF.
>>> > >
>>> > > I know how to read and write into ticket CF's, but I have no clue on
>>> > > how to
>>> > > read information from a requestor of a ticket.
>>> > >
>>> > > Reading information from a tidcket CF:
>>> > >
>>> > > $self->TicketObj->FirstCustomFieldValue('Custom Field Name');
>>> > >
>>> > > Writing information into a ticket CF:
>>> > >
>>> > > $self->TicketObj->AddCustomFieldValue(Field => 'Custom Field Name',
>>> > > Value =>
>>> > > $my_owner);
>>> > >
>>> > > Or, instead of a variable use a fixed value between single quotes.
>>> > >
>>> > > I also know that this piece of code gets a ticket requestor e-mail
>>> > > address:
>>> > >
>>> > > my $requestor_address = $self->TicketObj->RequestorAddresses;
>>> > >
>>> > > But thats about as far as I'm able to get....
>>> > >
>>> > > Can anyone point me in the right direction for this one?
>>> > >
>>> > >
>>> > > -- Bart
>>> >
>>> > Hi Bart,
>>> >
>>> > If I am understanding your question, you want to be able to script
>>> > reading/writing User custom fields. It happens that I have hit the
>>> > same stumbling block. It is easy to update Ticket custom fields, but
>>> > I would like to do the same with User CFs. The only thing that looks
>>> > like it would work is RT::Record, ugh. I hope that someone has a
>>> > better option... patch for REST, the RT CLI...? Any help would be
>>> > appreciated.
>>>
>>> Have you tried FirstCustomFieldValue or AddCustomFieldValue on a User
>>> object?
>>> They're RT::Record methods, and thus available on all RT objects
>>> (although it only makes sense on the ones that have CFs applied).
>>>
>>> RT4 also allows customization of the More about Requestors box from
>>> the config using Formats so you can just display the User CF directly
>>> rather than copying.
>>>
>>> -kevin
>>>
>>> --------
>>> RT Training Sessions (http://bestpractical.com/services/training.html)
>>> *  San Francisco, CA, USA — October 18 & 19, 2011
>>> *  Washington DC, USA — October 31 & November 1, 2011
>>> *  Barcelona, Spain — November 28 & 29, 2011
>>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  San Francisco, CA, USA — October 18 & 19, 2011
> *  Washington DC, USA — October 31 & November 1, 2011
> *  Barcelona, Spain — November 28 & 29, 2011
>



-- 
Best regards, Ruslan.