Can I add user info to ticket metadata?

RT Users
1

Hello,

Is it possible to include users Identity, Location and Phone numbers info in the ticket metadata? I know I can grant ShowConfigTab and AdminUsers to give access to this info, but I want access to be read only and, ideally, visible when a ticket is opened. Can this be done?

Thanks.

Lyle Tollefsen
Network Administrator
Innovation Place
114 - 15 Innovation Blvd
Saskatoon, Sk. S7N 2X8

(P) 306-933-7243
(F) 306.933.8200
ltollefsen@innovationplace.commailto:ltollefsen@innovationplace.com
www.innovationplace.com

2

Hello,

Is it possible to include users Identity, Location and Phone numbers info in the ticket metadata? I know I can grant ShowConfigTab and AdminUsers to give access to this info, but I want access to be read only and, ideally, visible when a ticket is opened. Can this be done?

Thanks.

Lyle Tollefsen

Hi Lyle,

We created custom fields to hold this information and then
populate them during the initial ticket creation with scrips
in order to keep a copy with the ticket.

Cheers,
Ken

3

Is it possible to include users Identity, Location and Phone numbers
info in the ticket metadata? I know I can grant ShowConfigTab and
AdminUsers to give access to this info, but I want access to be read
only and, ideally, visible when a ticket is opened. Can this be done?

You could easily do this in 3.8.8 by writing a callback for
share/html/Ticket/Elements/ShowRequestor. The callback you’d want to
hook is probably “AboutThisUser”.

As a side note, RT 4.0 will have a much more configurable requestor
display box.

Thomas

4

Respond to the list please, not via personal mail.

Thanks to all who replied!

I thought I’d go with the callback method as outlined here… http://requesttracker.wikia.com/wiki/CustomizingWithCallbacks

I’m running RT 3.8.8 on Ubuntu server 10.10 and most everything is working fine so far, including authenticating from AD, but I can’t get the callback to work.

What I’ve done to this point is create the subdirectories /opt/rt3/local/html/Callbacks/MyCallbacks/Ticket/Elements/ShowRequestor and created the file AboutThisUser in the ShowRequestor dir. The file AboutThisUser contains “$m->callback( requestor => $requestor, %ARGS, CallbackName => ‘AboutThisUser’ );” as found in /opt/rt3/share/html/Ticket/Elements/ShowRequestor

Callbacks are Mason components, which are a combination of HTML and
Perl. Copying the line from the source component which calls the
callback is just not going to work. You’re going to need to write code
in the callback (the AboutThisUser file) to display the user information
you want.

After reloading Apache and clearing the Mason cache, the contents of AboutThisUser appears as the top line in the “More about” section of the metadata, rather than the user data.

I sure I’m missing something here but I’m at a loss as to what. Is there, perhaps, more comprehensive instructions on implemnting callbacks?

Unfortunately, I don’t know of a better resource about callbacks.

Thomas