FreeformContactInfo with MoreAboutRequestorExtraInfo

We would like to display FreeformContactInfo in the “More about requestor” section of the ticket display. We already populate this field with info useful to our help desk staff and had customized RT3 to display this.

After upgrading to RT4, I cannot figure out how to get this to display in the “More about requestor” area. I have added FreeformContactInfo to the MoreAboutRequestorExtraInfo setting in the RT_SiteConfig and have created a custom local/lib/RT/User_Local.pm file where FreeformContactInfo is set to “public”, yet the FreeformContactInfo from the db still does not appear. What am I missing?

We would like to display FreeformContactInfo in the “More about
requestor” section of the ticket display. We already populate this
field with info useful to our help desk staff and had customized RT3
to display this.

After upgrading to RT4, I cannot figure out how to get this to
display in the “More about requestor” area. I have added
FreeformContactInfo to the MoreAboutRequestorExtraInfo setting in the
RT_SiteConfig and have created a custom local/lib/RT/User_Local.pm
file where FreeformContactInfo is set to “public”, yet the
FreeformContactInfo from the db still does not appear. What am I
missing?

Can you show us your User_Local.pm as well as your config where you set
MoreAboutRequestorExtraInfo?

On 01/23/2013 07:16 PM, Rob Ansaldo wrote:

We would like to display FreeformContactInfo in the “More about
requestor” section of the ticket display. We already populate this
field with info useful to our help desk staff and had customized RT3
to display this.

After upgrading to RT4, I cannot figure out how to get this to
display in the “More about requestor” area. I have added
FreeformContactInfo to the MoreAboutRequestorExtraInfo setting in the
RT_SiteConfig and have created a custom local/lib/RT/User_Local.pm
file where FreeformContactInfo is set to “public”, yet the
FreeformContactInfo from the db still does not appear. What am I
missing?

Can you show us your User_Local.pm as well as your config where you set
MoreAboutRequestorExtraInfo?

From etc/RT_Config.pm:

Set($MoreAboutRequestorExtraInfo,“FreeformContactInfo Name EmailAddress Organization NickName Address1 Address2 City State Zip Country HomePhone WorkPhone”);

From local/lib/RT/User_Local.pm:

package RT::User;
use strict;
use warnings;

sub _LocalAccessible {
{
Name => { public => 1, admin=> 1 },
EmailAddress => { public => 1, admin=> 1 },
FreeformContactInfo => { public => 1, admin=> 1 },
RealName => { public => 1, admin=> 1 },
NickName => { public => 1, admin=> 1 },
ExternalAuthId => { public => 1, admin=> 1 },
HomePhone => { public => 1, admin=> 1 },
Address1 => { public => 1, admin=> 1 },
Address2 => { public => 1, admin=> 1 },
City => { public => 1, admin=> 1 },
State => { public => 1, admin=> 1 },
Zip => { public => 1, admin=> 1 },
Country => { public => 1, admin=> 1 },
WorkPhone => { public => 1, admin=> 1 },
}
}
PACKAGE->_BuildTableAttributes;

1;

We would like to display FreeformContactInfo in the “More about requestor” section of the ticket display. We already populate this field with info useful to our help desk staff and had customized RT3 to display this.

After upgrading to RT4, I cannot figure out how to get this to display in the “More about requestor” area. I have added FreeformContactInfo to the MoreAboutRequestorExtraInfo setting in the RT_SiteConfig and have created a custom local/lib/RT/User_Local.pm file where FreeformContactInfo is set to “public”, yet the FreeformContactInfo from the db still does not appear. What am I missing?

Maybe this bug which is fixed in RT 4.0.9:

Chris

Am 24.01.2013 04:16, schrieb Rob Ansaldo:

We would like to display FreeformContactInfo in the “More about requestor” section of the ticket display. We already populate this field with info useful to our help desk staff and had customized RT3 to display this.

After upgrading to RT4, I cannot figure out how to get this to display in the “More about requestor” area. I have added FreeformContactInfo to the MoreAboutRequestorExtraInfo setting in the RT_SiteConfig and have created a custom local/lib/RT/User_Local.pm file where FreeformContactInfo is set to “public”, yet the FreeformContactInfo from the db still does not appear. What am I missing?

Maybe this bug which is fixed in RT 4.0.9:
Plugin paths MUST be in @INC before we do anything else when firing u… · bestpractical/rt@aaa2f5b · GitHub

Chris, thanks very much for the suggestion. I have tried applying this patch to our system as a test, but unfortunately it did not seem to help.

On 01/23/2013 07:16 PM, Rob Ansaldo wrote:

We would like to display FreeformContactInfo in the “More about
requestor” section of the ticket display. We already populate this
field with info useful to our help desk staff and had customized RT3
to display this.

After upgrading to RT4, I cannot figure out how to get this to
display in the “More about requestor” area. I have added
FreeformContactInfo to the MoreAboutRequestorExtraInfo setting in the
RT_SiteConfig and have created a custom local/lib/RT/User_Local.pm
file where FreeformContactInfo is set to “public”, yet the
FreeformContactInfo from the db still does not appear. What am I
missing?

Can you show us your User_Local.pm as well as your config where you set
MoreAboutRequestorExtraInfo?

From etc/RT_Config.pm:

Set($MoreAboutRequestorExtraInfo,“FreeformContactInfo Name EmailAddress Organization NickName Address1 Address2 City State Zip Country HomePhone WorkPhone”);

It looks like the User columnmap doesn’t define FreeformContactInfo,
luckily that’s easy to fix, you need the commit on this branch.

We should check to make sure there aren’t any other missing User
fields that need trivial addressing.

-kevin

We would like to display FreeformContactInfo in the “More about
requestor” section of the ticket display. We already populate this
field with info useful to our help desk staff and had customized RT3
to display this.

After upgrading to RT4, I cannot figure out how to get this to
display in the “More about requestor” area. I have added
FreeformContactInfo to the MoreAboutRequestorExtraInfo setting in the
RT_SiteConfig and have created a custom local/lib/RT/User_Local.pm
file where FreeformContactInfo is set to “public”, yet the
FreeformContactInfo from the db still does not appear. What am I
missing?

Can you show us your User_Local.pm as well as your config where you set
MoreAboutRequestorExtraInfo?

From etc/RT_Config.pm:

Set($MoreAboutRequestorExtraInfo,“FreeformContactInfo Name EmailAddress Organization NickName Address1 Address2 City State Zip Country HomePhone WorkPhone”);

It looks like the User columnmap doesn’t define FreeformContactInfo,
luckily that’s easy to fix, you need the commit on this branch.

Commits · bestpractical/rt · GitHub

We should check to make sure there aren’t any other missing User
fields that need trivial addressing.

-kevin

That did it! Implemented via rt4/local/html/Elements/RT__User/ColumnMap

Thank you!