[rt-users] RTIR: Best way for customers to see all tickets for their employees

Stephen Switzer steve at sbsroc.com
Mon Dec 5 15:21:23 EST 2016


Please excuse the re-post, but I've made some progress today, and I
think I just need a tweak. I have the following code in "Custom action
preparation code": 

my $groupname='Cust-Customer1';

# Load the custom group from RT
my $groupObj = RT::Group->new($RT::SystemUser);
$groupObj->LoadUserDefinedGroup($groupname);
return undef unless $groupObj; 

#This worked
#my $admincclist = $self->TicketObj->AdminCc;
#$admincclist->AddMember($groupObj->Id); 

#This doesn't work...
$self->TicketObj->AddWatcher(
  Type=>"Customer",
  PrincipalId=>$groupObj->Id
);
return 1; 

Can anyone shed light on how to add a custom role member to a ticket on
create? If I uncomment the admincclist lines, I get it added to the
AdminCC field... but not the Customer custom role. I see no errors in
the rt.log file, which is set to warning. 

Thank you! 

Steve 

On 2016-12-05 2:04 pm, Stephen Switzer wrote:

> Bump 
> 
> On 2016-11-17 12:45 pm, Stephen Switzer wrote:
> 
>> I have customers with hundreds of employees, and a few of them submit tickets. With RT and RTIR, what's the best way to allow a customer to log in and see tickets in both RT and RTIR that users in their company have submitted? Can I set it up per department as well? 
>> 
>> I've looked into the custom roles idea, but I'm just not grasping the concept. Can someone give me a complete example? 
>> 
>> Thank you!
>> 
>> -- 
>> Best regards,
>> Steve
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