Customfield question

RT Users
1

Dear List,

I’ve got a maybe strange question for the custom fields.

I have 1 custom field with the user details of our customer with his
Customer Number.

Now I would like to populate a custom field dropdown menu with data from
an external source.

This external source needs that Customer number to get his products.

This way the customer can select his product where he has a question
about.

Is this even remotely possible?

Met vriendelijke groet / With kind regards,

Richard Pijnenburg
Changes and Incident Coordinator

WideXS http://www.widexs.nl
http://www.widexs.nl/
Tel +31 (0)20 7570780 Fax +31 (0)20 6116302
Zekeringstraat 43, 1014 BV Amsterdam, NL

2

I’ve got a maybe strange question for the custom fields.

I have 1 custom field with the user details of our customer with his Customer Number.

Now I would like to populate a custom field dropdown menu with data from an external source.

This external source needs that Customer number to get his products.

This way the customer can select his product where he has a question about.

Sounds like you may want docs/creating_external_custom_fields.pod But
be careful changing the set of values per-requestor/ticket, you may
get some weird interactions when one of your privileged users is
searching

-kevin

3

Hi Kevin,

Thanks for the fast reply.
I’ve tested the example script and I understand how it works now.
I only wonder how I can use ticket information within that custom field
information.
Or can I use the standard my $ticket = RT::Ticket( $self->CurrentUser );
to get the ticket information?

Met vriendelijke groet / With kind regards,

Richard Pijnenburg
Changes and Incident Coordinator

WideXS http://www.widexs.nl
Tel +31 (0)20 7570780 Fax +31 (0)20 6116302
Zekeringstraat 43, 1014 BV Amsterdam, NLFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: Wednesday, March 31, 2010 4:01 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Customfield question

I’ve got a maybe strange question for the custom fields.

I have 1 custom field with the user details of our customer with
his Customer Number.

Now I would like to populate a custom field dropdown menu with data
from an external source.

This external source needs that Customer number to get his
products.

This way the customer can select his product where he has a
question about.

Sounds like you may want docs/creating_external_custom_fields.pod But be
careful changing the set of values per-requestor/ticket, you may get
some weird interactions when one of your privileged users is searching

-kevin

4

Hi Kenneth,

I’m still busy with this thing and still don’t have much luck.

For as far as I can see I first need to find out if the current user is
privileged or nonpriviliged.

Sounds simple I think?

After that

If the user is privileged, use the first requestor and get the value of
a custom field called “Customer ID”.

If the user is non privileged then get the custom field called “Customer
ID” from the user it self.

Does anyone have an idea on this?

Met vriendelijke groet / With kind regards,

Richard Pijnenburg
Changes and Incident Coordinator

WideXS http://www.widexs.nl
http://www.widexs.nl/
Tel +31 (0)20 7570780 Fax +31 (0)20 6116302
Zekeringstraat 43, 1014 BV Amsterdam, NLFrom: Kenneth Crocker [mailto:kfcrocker@lbl.gov]
Sent: Wednesday, March 31, 2010 9:43 PM
To: Richard Pijnenburg
Subject: Re: [rt-users] Customfield question

Richard,

Use the Customer Number as the “Category” for that Custom Field. Then,
create another Custom Field that is just the Customer Number and link
that number to the category of the original Custom Field.

just a thought. Hope it helps.

Kenn
LBNL