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

[rwzoerner]

Emmanuel,

Thanks for great input but those things we are already doing.
The key, though, is that when a new requester IS added, for any reason, 
they need to receive an email (the Autoreply template, actually) letting 
them know. That's what I need the condition for - how to trap the 
addition of a new Requester so I can then Notify Requesters in a scrip. 
The normal scrip only fires On Create - I need one to fire On Add Requester.

Thanks,
-Rick


On 1/17/2014 7:43 AM, Emmanuel Lacour [via RequestTracker] wrote:
> 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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