[rt-users] How can you use requestor info in custom field

[Thomas, Adam (Lakefield)]

Thank you so much Alex, great help!

Adam Thomas
SGS Canada
Application Support - Big Machines Development

SGS Canada
Phone: +1-705-652-2000 ext 2505
Cell: +1-705-957-1618
E-mail: adam.thomas at sgs.com<mailto:Jessica.martin at sgs.com>

From: Alex Peters [mailto:alex at peters.net]
Sent: July-18-14 9:25 AM
To: Thomas, Adam (Lakefield)
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] How can you use requestor info in custom field

Values within quotes are taken literally:

'$self->TransactionObj->CreatorObj->City'

means output "$self->TransactionObj->CreatorObj->City".  Removing the quotes:

$self->TransactionObj->CreatorObj->City

means output the resultant value of that, and should therefore have the desired effect.

On 18 July 2014 23:20, Thomas, Adam (Lakefield) <Adam.Thomas at sgs.com<mailto:Adam.Thomas at sgs.com>> wrote:
Thank you for the response, forgive me I am new at this, very new…

$self->TicketObj->AddCustomFieldValue( Field => 'location', Value => '$self->TransactionObj->CreatorObj->City' );

Is the code I have and it is literally putting in just the line. Where do I need to correct my syntax?

Adam Thomas
SGS Canada
Application Support - Big Machines Development

SGS Canada
Phone: +1-705-652-2000 ext 2505
Cell: +1-705-957-1618
E-mail: adam.thomas at sgs.com<mailto:Jessica.martin at sgs.com>

From: Alex Peters [mailto:alex at peters.net<mailto:alex at peters.net>]
Sent: July-18-14 9:10 AM
To: Thomas, Adam (Lakefield)
Cc: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] How can you use requestor info in custom field

You can do this with a scrip which fires on ticket creation, accesses the user's relevant location information, then puts it in the ticket's custom field.

The location information of the user creating the ticket can be accessed in scrip code via:

$self->TransactionObj->CreatorObj->Organization
$self->TransactionObj->CreatorObj->Address1
$self->TransactionObj->CreatorObj->Address2
$self->TransactionObj->CreatorObj->City
$self->TransactionObj->CreatorObj->State
$self->TransactionObj->CreatorObj->Zip
$self->TransactionObj->CreatorObj->Country

A ticket's custom field can be modified in scrip code via:

$self->TicketObj->AddCustomFieldValue( Field => 'location', Value => '...' );

On 17 July 2014 22:51, AdamThomas <adam.thomas at sgs.com<mailto:adam.thomas at sgs.com>> wrote:
When a ticket is emailed in I want the requestors location to be auto
populated into my custom field "location".

My user profile automatically detects their location in their user profile



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Information in this email and any attachments is confidential and
intended solely for the use of the individual(s) to whom it is addressed
or otherwise directed. Please note that any views or opinions presented
in this email are solely those of the author and do not necessarily
represent those of the Company.
Finally, the recipient should check this email and any attachments for
the presence of viruses. The Company accepts no liability for any damage
caused by any virus transmitted by this email.
All SGS services are rendered in accordance with the applicable SGS
conditions of service available on request and accessible at
http://www.sgs.com/en/Terms-and-Conditions.aspx

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