Having intial Requesters additions included in ticket history

RT Users
1

Hi there;
rt-3.6.1 apache2, mod_perl2, mysql5

When a ticket is created from the web interface,an agent in most cases
will enter a customer email address as requester, is there any way that
this action is added/included in the ticket history, similar to how
adding a requester from the People tab is recorded (user - Requester
Blah added) …
I know I need to call
Transaction->AddWatcher,
but how and from where ??

Many thanks;
Roy

2

Hi there;
rt-3.6.1 apache2, mod_perl2, mysql5

When a ticket is created from the web interface,an agent in most cases
will enter a customer email address as requester, is there any way that
this action is added/included in the ticket history, similar to how
adding a requester from the People tab is recorded (user - Requester
Blah added) …
I know I need to call
Transaction->AddWatcher,
but how and from where ??
Why do you need another transaction? In the most cases I heard about
people want to merge all changes during creation into one transaction.

Many thanks;
Roy

Best regards, Ruslan.

3

Hi Ruslan;
Understand and agree with you in principal, however a Tech supp manager
would like to know who/when added the wrong requester, saying “trust me
these requesters were added when the ticket was created” … does n’t
work any more…
I am just wondering if anyone have a suggestion or a work around …
Thanks for you reply.
Roy

Ruslan Zakirov wrote:> On 2/19/07, Roy El-Hames rfh@pipex.net wrote:

Hi there;
rt-3.6.1 apache2, mod_perl2, mysql5

When a ticket is created from the web interface,an agent in most cases
will enter a customer email address as requester, is there any way that
this action is added/included in the ticket history, similar to how
adding a requester from the People tab is recorded (user - Requester
Blah added) …
I know I need to call
Transaction->AddWatcher,
but how and from where ??
Why do you need another transaction? In the most cases I heard about
people want to merge all changes during creation into one transaction.

Many thanks;
Roy

4

I think it would be easier to extend the people box. You can scan
{Add,Del}Watcher transactions and list who added all these people with
links to transactions.
So box can look like this:

  • foo@ (on create)
  • bar@ (added by X)
  • zoo@ (deleted by Y)On 2/22/07, Roy El-Hames rfh@pipex.net wrote:

Hi Ruslan;
Understand and agree with you in principal, however a Tech supp manager
would like to know who/when added the wrong requester, saying “trust me
these requesters were added when the ticket was created” … does n’t
work any more…
I am just wondering if anyone have a suggestion or a work around …
Thanks for you reply.
Roy

Ruslan Zakirov wrote:

On 2/19/07, Roy El-Hames rfh@pipex.net wrote:

Hi there;
rt-3.6.1 apache2, mod_perl2, mysql5

When a ticket is created from the web interface,an agent in most cases
will enter a customer email address as requester, is there any way that
this action is added/included in the ticket history, similar to how
adding a requester from the People tab is recorded (user - Requester
Blah added) …
I know I need to call
Transaction->AddWatcher,
but how and from where ??
Why do you need another transaction? In the most cases I heard about
people want to merge all changes during creation into one transaction.

Many thanks;
Roy

Best regards, Ruslan.