[rt-users] How to create a scrip Condition for OnAddRequestor

[Emmanuel Lacour]

On Thu, Jan 16, 2014 at 12:29:12PM -0800, rwzoerner wrote:
> I found a list of condition snippets that was great, but for all it had, it
> missed any examples related to when a new requestor is added.
> 
> One scenario is that technicians frequently take a phone call and create the
> ticket for the requestor. That makes them the requestor and then they have
> to go in and change it to the correct person. 


you may:

- disable CurrentUser to be the default requestor (empty field)
- use RT::Extension::MendatoryRequestor to force your staff to enter a
  valid one

that would reduce the wrong requestors.

you may also tweak your IPBX to create the ticket and lookup the
requestor in a directory (hints: asterisk, RT REST access, LDAP/Customer
database) ;)

> 
> Another possibility is that they simply need to add a second name as
> requestor.
> 

Even it's allowed to use multiple requestors in RT, I personnaly don't
like this as it may make things complicate when it comes to automate
based on requestor.

But if you wan't to do so, your staff can:

- do it when creating the ticket, "their email, customer email" in
  Requestor field
- do it after ticket creation using the "People" link in the ticket
  menu.


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