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

[Bart]

Hi Ruslan,

Your suggestion worked :-)

The end result looks like this:

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

my $user_org = $first_user->FirstCustomFieldValue('Organisatie (U)');

if( ! $self->TicketObj->FirstCustomFieldValue( 'Organisatie (T)' ) ) {
$self->TicketObj->AddCustomFieldValue(Field => 'Organisatie (T)', Value =>
$user_org); }

return 1;

The CF called "Organisatie (U)" is for a user, contains a list of
organizations and provides auto-completion.

The scrip runs every transaction, fills the "Organisatie (T)" (which is the
field inside the ticket) with the content of the "Organisatie (U)". But it
only fills the content when "Organisatie (T)" is empty.

Thanks for the tip.


-- Bart


2011/10/6 Ruslan Zakirov <ruz at bestpractical.com>

> 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.
>
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