Anonymous techs

RT Developers
1

Hi,

Any chance of adding the patch below in so that we can give techs
meaningful usernames, but still hide their names from communication with
users?

Basically, it uses NickName first, then Name (and we just set NickName
to ‘tech’). It might be a better idea to have the quote a template
instead so you can format it however you like.

[root@alex RT]# diff /usr/local/src/rt-2-0-9/lib/RT/Attachment.pm Attachment.pm
297c297
< $body = ‘[’ . $self->TransactionObj->CreatorObj->Name() . ’ - ’ . $self->TransactionObj->CreatedAsString()

  $body = '[' . ($self->TransactionObj->CreatorObj->NickName() || $self->TransactionObj->CreatorObj->Name) . ' - ' . $self->TransactionObj->CreatedAsString()

Cheers,

Alex

-------------------- Gossamer Threads Inc. ----------------------
Alex Krohn Email: alex@gossamer-threads.com
Internet Consultant Phone: (604) 687-5804
http://www.gossamer-threads.com Fax : (604) 687-5806

2

That looks reasonable to me. Anyone want to pipe up about why this might be
a bad idea?On Thu, Dec 13, 2001 at 11:41:53AM -0800, Alex Krohn wrote:

Hi,

Any chance of adding the patch below in so that we can give techs
meaningful usernames, but still hide their names from communication with
users?

Basically, it uses NickName first, then Name (and we just set NickName
to ‘tech’). It might be a better idea to have the quote a template
instead so you can format it however you like.

[root@alex RT]# diff /usr/local/src/rt-2-0-9/lib/RT/Attachment.pm Attachment.pm
297c297
< $body = ‘[’ . $self->TransactionObj->CreatorObj->Name() . ’ - ’ . $self->TransactionObj->CreatedAsString()

  $body = '[' . ($self->TransactionObj->CreatorObj->NickName() || $self->TransactionObj->CreatorObj->Name) . ' - ' . $self->TransactionObj->CreatedAsString()

Cheers,

Alex

-------------------- Gossamer Threads Inc. ----------------------
Alex Krohn Email: alex@gossamer-threads.com
Internet Consultant Phone: (604) 687-5804
http://www.gossamer-threads.com Fax : (604) 687-5806

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3

I think the “quote” template would be brilliant,
when escalating within a team or between groups I
wish to see who’s doing what but when communicating with
the customer it would be preferable to hide the actual factual person
working on the case.

If the group was used/shown that perhaps also could be a way?
Then the end-user would only be able to see queue / group?

/JE

4

I don’t see a problem with it at all, the only thing I could say about it is
could you please make it configurable via config.pm, with the default set to
the ‘old’ way of doing it… This way you don’t freak a lot of people out…

Jay

That looks reasonable to me. Anyone want to pipe up about why this might
be
a bad idea?

Hi,

Any chance of adding the patch below in so that we can give techs
meaningful usernames, but still hide their names from communication with
users?

Basically, it uses NickName first, then Name (and we just set NickName
to ‘tech’). It might be a better idea to have the quote a template
instead so you can format it however you like.

[root@alex RT]# diff /usr/local/src/rt-2-0-9/lib/RT/Attachment.pm
Attachment.pm
297c297
< $body = ‘[’ . $self->TransactionObj->CreatorObj->Name() . ’ - ’
. $self->TransactionObj->CreatedAsString()

  $body = '[' . ($self->TransactionObj->CreatorObj->NickName() ||

$self->TransactionObj->CreatorObj->Name) . ’ - ’ .
$self->TransactionObj->CreatedAsString()

5

Jay Kramer wrote:

I don’t see a problem with it at all, the only thing I could say about it is
could you please make it configurable via config.pm, with the default set to
the ‘old’ way of doing it… This way you don’t freak a lot of people out…

I agree!