How could I do this scrip

RT Users
1

Hello,

I’m working to show RT to upper management, because I want we to move
from old legacy issue tracking app to RT.

Now I’m receiving issues created at the legacy application from a
generic mail account issuetracking@mydomain.

I’m writing a scrip to be applied on create at the main queue of RT:
it has to take the email of the real requestor and change it on the RT
ticket…

I’ve found $self->TicketObj->Creator to be the key field… but it is
a numeric value, and I have the email account of the creator…
moreover, most of the users aren’t in DB, since they are supposed to
authenticate from LDAP and they haven’t logged in the system…

How could I achieve this taks?

Best regards,

M.A.

2

I’m not sure if this answers your question, but you can get the Creator
e-mail address like this:

my $CreatorAddress = $self->TicketObj->CreatorObj->EmailAddress();

Gene

At 01:02 AM 9/25/2007, Dummy cerberus wrote:

Hello,

I’m working to show RT to upper management, because I want we to move
from old legacy issue tracking app to RT.

Now I’m receiving issues created at the legacy application from a
generic mail account issuetracking@mydomain.

I’m writing a scrip to be applied on create at the main queue of RT:
it has to take the email of the real requestor and change it on the RT
ticket…

I’ve found $self->TicketObj->Creator to be the key field… but it is
a numeric value, and I have the email account of the creator…
moreover, most of the users aren’t in DB, since they are supposed to
authenticate from LDAP and they haven’t logged in the system…

How could I achieve this taks?

Best regards,

M.A.

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Gene LeDuc, GSEC
Security Analyst
San Diego State University

3

Hi,

I think that method doesn’t work for my purpose… but thank you anyway…

Now I’m trying to get the email of the real requestor with:

RT::User->LoadByEmail(“user@mydomain”);

If the user isn’t yet in the database, then I lookup in the LDAP:

RT::User->LookupExternalUserInfo(“mail”, “user@mydomain”);

But now, I don’t know how load that info in the database and relate it
with the creator of the ticket… just like the LDAP overlay does…

Can anyone point me how to achieve that?

Best regards,

M.A.On 9/25/07, Gene LeDuc gleduc@mail.sdsu.edu wrote:

I’m not sure if this answers your question, but you can get the Creator
e-mail address like this:

my $CreatorAddress = $self->TicketObj->CreatorObj->EmailAddress();

Gene

At 01:02 AM 9/25/2007, Dummy cerberus wrote:

Hello,

I’m working to show RT to upper management, because I want we to move
from old legacy issue tracking app to RT.

Now I’m receiving issues created at the legacy application from a
generic mail account issuetracking@mydomain.

I’m writing a scrip to be applied on create at the main queue of RT:
it has to take the email of the real requestor and change it on the RT
ticket…

I’ve found $self->TicketObj->Creator to be the key field… but it is
a numeric value, and I have the email account of the creator…
moreover, most of the users aren’t in DB, since they are supposed to
authenticate from LDAP and they haven’t logged in the system…

How could I achieve this taks?

Best regards,

M.A.

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

–
Gene LeDuc, GSEC
Security Analyst
San Diego State University