Merge users(?)

Hi,
i am wondering whether the extension merge users will do what i need it to
do… :slight_smile:
Let’s say, i have 15 users which are from ibm.com, and i want them to share
the bugs they are going to submit, so each of them knows, which bugs have
already submitted, so they do not send them in twice or more. Will this be
the solution for this or is there another solution? I didn’t catch the idea
of canonicalize email either, the posts i found here are more like that the
domainpart of the emailaddress is different, not the user.

So any insight will be truly appreciated.

I assume, this is something, some of you might have already solved, i hope

Thanks for sharing

w_e

RT 3.8.2, RTFM 2.4.1

View this message in context: http://old.nabble.com/merge-users(-)-tp28151060p28151060.html

Hello,

It wouldn’t solve your problem. MergeUsers is more for multiple emails
per one user.

Create group per organization, add a group to tickets as cc when
requestor is member of the group. Grant rights via roles.On Tue, Apr 6, 2010 at 4:26 PM, who else bogey_63@yahoo.com wrote:

Hi,
i am wondering whether the extension merge users will do what i need it to
do… :slight_smile:
Let’s say, i have 15 users which are from ibm.com, and i want them to share
the bugs they are going to submit, so each of them knows, which bugs have
already submitted, so they do not send them in twice or more. Will this be
the solution for this or is there another solution? I didn’t catch the idea
of canonicalize email either, the posts i found here are more like that the
domainpart of the emailaddress is different, not the user.

So any insight will be truly appreciated.

I assume, this is something, some of you might have already solved, i hope

Thanks for sharing

w_e

RT 3.8.2, RTFM 2.4.1


View this message in context: http://old.nabble.com/merge-users(-)-tp28151060p28151060.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

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

Best regards, Ruslan.

There is a scrip that can do this:

http://wiki.bestpractical.com/view/AddRequestor

You create a custom user field called othermail and populate it with the
people you want to get the email. All, the other IBMers will be added as
requestors whenever one of them requests. We’ve done this for some
supervisors who want to keep an eye on all calls made by their staff.

-Mike

who else wrote:

Hi,

thank you very much, i did everything as it was documented in the link you
quoted. Unfortunately, not a single user could see/modify this custom field,
although i tried every possible right for group/user etc, but this didn’t
work out at all. I can only see the heading (custom field) but not the field
either, and i gave the user the right to see and modify this field. Even the
root user couldn’t see this field…

:frowning:

Any help is truly appreciated.

Thank you.

w_e

ps: i feel, that the RT book is a little bit outdated on this one…

Michael Ellis-5 wrote:

There is a scrip that can do this:

http://wiki.bestpractical.com/view/AddRequestor

You create a custom user field called othermail and populate it with the
people you want to get the email. All, the other IBMers will be added as
requestors whenever one of them requests. We’ve done this for some
supervisors who want to keep an eye on all calls made by their staff.

-Mike

who else wrote:

Hi,
i am wondering whether the extension merge users will do what i need it
to
do… :slight_smile:
Let’s say, i have 15 users which are from ibm.com, and i want them to
share
the bugs they are going to submit, so each of them knows, which bugs have
already submitted, so they do not send them in twice or more. Will this
be
the solution for this or is there another solution? I didn’t catch the
idea
of canonicalize email either, the posts i found here are more like that
the
domainpart of the emailaddress is different, not the user.

So any insight will be truly appreciated.

I assume, this is something, some of you might have already solved, i
hope

Thanks for sharing

w_e

RT 3.8.2, RTFM 2.4.1

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

View this message in context: http://old.nabble.com/merge-users(-)-tp28151060p28154725.html

Hi,

Have you given ModifyCustomfield right for requestor (or Everyone for that matter) in the GroupRights page of the Customfield?

-AshishFrom: rt-users-bounces@lists.bestpractical.com [rt-users-bounces@lists.bestpractical.com] On Behalf Of who else [bogey_63@yahoo.com]
Sent: Tuesday, April 06, 2010 10:36 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] merge users(?)

Hi,

thank you very much, i did everything as it was documented in the link you
quoted. Unfortunately, not a single user could see/modify this custom field,
although i tried every possible right for group/user etc, but this didn’t
work out at all. I can only see the heading (custom field) but not the field
either, and i gave the user the right to see and modify this field. Even the
root user couldn’t see this field…

:frowning:

Any help is truly appreciated.

Thank you.

w_e

ps: i feel, that the RT book is a little bit outdated on this one…

Michael Ellis-5 wrote:

There is a scrip that can do this:

http://wiki.bestpractical.com/view/AddRequestor

You create a custom user field called othermail and populate it with the
people you want to get the email. All, the other IBMers will be added as
requestors whenever one of them requests. We’ve done this for some
supervisors who want to keep an eye on all calls made by their staff.

-Mike

who else wrote:

Hi,
i am wondering whether the extension merge users will do what i need it
to
do… :slight_smile:
Let’s say, i have 15 users which are from ibm.com, and i want them to
share
the bugs they are going to submit, so each of them knows, which bugs have
already submitted, so they do not send them in twice or more. Will this
be
the solution for this or is there another solution? I didn’t catch the
idea
of canonicalize email either, the posts i found here are more like that
the
domainpart of the emailaddress is different, not the user.

So any insight will be truly appreciated.

I assume, this is something, some of you might have already solved, i
hope

Thanks for sharing

w_e

RT 3.8.2, RTFM 2.4.1

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

View this message in context: http://old.nabble.com/merge-users(-)-tp28151060p28154725.html

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

Hi,
yes, i did, i gave the see/modify right to every staff member and also to
every group. But this didn’t work. It doesn’t matter at all, which rights
the user/group has, i can only see the headline (custom fields) and nothing
below. Like there isn’t any custom field… ;-(

Please correct me, if i am incorrect:

The staff members need the right to See and to Modify the customfield. This
is, what i have done. Whether i give the rights to the group and/or to the
user doesn’t matter. Is there any other setting, where i can make sure, that
custom fields are being shown?

RT3.8.2, RTFM 2.4.1

Thanks
w_e

Potla, Ashish Bassaliel wrote:

Hi,

Have you given ModifyCustomfield right for requestor (or Everyone for that
matter) in the GroupRights page of the Customfield?

-Ashish

View this message in context: http://old.nabble.com/merge-users(-)-tp28151060p28160576.html

Hi,
yes, i did, i gave the see/modify right to every staff member and also to
every group. But this didn’t work. It doesn’t matter at all, which rights
the user/group has, i can only see the headline (custom fields) and nothing
below. Like there isn’t any custom field… ;-(

Please correct me, if i am incorrect:

The staff members need the right to See and to Modify the customfield. This
is, what i have done. Whether i give the rights to the group and/or to the
user doesn’t matter. Is there any other setting, where i can make sure, that
custom fields are being shown?

Sounds like you didn’t Apply the custom fields (either to a queue from
the Custom Field editing page or Globally from Global -> Custom
Fields)

-kevin

Kevin Falcone-2 wrote:

Hi,
yes, i did, i gave the see/modify right to every staff member and also to
every group. But this didn’t work. It doesn’t matter at all, which rights
the user/group has, i can only see the headline (custom fields) and
nothing
below. Like there isn’t any custom field… ;-(

Please correct me, if i am incorrect:

The staff members need the right to See and to Modify the customfield.
This
is, what i have done. Whether i give the rights to the group and/or to
the
user doesn’t matter. Is there any other setting, where i can make sure,
that
custom fields are being shown?

Sounds like you didn’t Apply the custom fields (either to a queue from
the Custom Field editing page or Globally from Global -> Custom
Fields)

-kevin

Thank you, this did the trick. I didn’t realize, i would have to set the
field to global as well.

Best

w_e
View this message in context: http://old.nabble.com/merge-users(-)-tp28151060p28167750.html

Well,
it seems it works.

BUT:

I worked it out this way:

There is a scrip that can do this:

http://wiki.bestpractical.com/view/AddRequestor

You create a custom user field called othermail and populate it with the
people you want to get the email. All, the other IBMers will be added as
requestors whenever one of them requests. We’ve done this for some
supervisors who want to keep an eye on all calls made by their staff.

Unfortunately this only works for ONE additional othermail but not two. It
only accepts the first emailadress. Anybody out here, to point me in the
right direction please, am not a programmer, so i’d appreciate your help.

Thank you very much.

w_e

PS: Besides this it works like a charm :wink:
View this message in context: http://old.nabble.com/merge-users(-)-tp28151060p28364420.html

Someone, please?

TIA

w_e

who else wrote:

Well,
it seems it works.

BUT:

I worked it out this way:

There is a scrip that can do this:

http://wiki.bestpractical.com/view/AddRequestor

You create a custom user field called othermail and populate it with the
people you want to get the email. All, the other IBMers will be added as
requestors whenever one of them requests. We’ve done this for some
supervisors who want to keep an eye on all calls made by their staff.

Unfortunately this only works for ONE additional othermail but not two. It
only accepts the first emailadress. Anybody out here, to point me in the
right direction please, am not a programmer, so i’d appreciate your help.

Thank you very much.

w_e

PS: Besides this it works like a charm :wink:

View this message in context: http://old.nabble.com/merge-users(-)-tp28151060p28414178.html

Bogey,

Did you consider just making the extra Users Cc’s on the Ticket? Then all
you would have to do is make sure there was a notification scrip for Cc’s on
whatever. We have a scrip that will “Add a Ticket CC” for all Cc’s on an
email when a ticket is created or on correspondence. That way, you
don’t have to have a CF and monitor/maintain it. I think it simpler.

Kenn
LBNLOn Fri, Apr 30, 2010 at 9:27 AM, who else bogey_63@yahoo.com wrote:

Someone, please?

TIA

w_e

who else wrote:

Well,
it seems it works.

BUT:

I worked it out this way:

There is a scrip that can do this:

http://wiki.bestpractical.com/view/AddRequestor

You create a custom user field called othermail and populate it with the
people you want to get the email. All, the other IBMers will be added as
requestors whenever one of them requests. We’ve done this for some
supervisors who want to keep an eye on all calls made by their staff.

Unfortunately this only works for ONE additional othermail but not two.
It
only accepts the first emailadress. Anybody out here, to point me in the
right direction please, am not a programmer, so i’d appreciate your help.

Thank you very much.

w_e

PS: Besides this it works like a charm :wink:


View this message in context:
http://old.nabble.com/merge-users(-)-tp28151060p28414178.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

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

Hi Ken,
could you provide this scrip, please? Would like to give it a try.

Thanks!

best

— Kenneth Crocker kfcrocker@lbl.gov schrieb am Fr, 30.4.2010:Von: Kenneth Crocker kfcrocker@lbl.gov
Betreff: Re: [rt-users] merge users(?)
An: “who else” bogey_63@yahoo.com
CC: rt-users@lists.bestpractical.com
Datum: Freitag, 30. April, 2010 18:34 Uhr

Bogey,

Did you consider just making the extra Users Cc’s on the Ticket? Then all you would have to do is make sure there was a notification scrip for Cc’s on whatever. We have a scrip that will “Add a Ticket CC” for all Cc’s on an email when a ticket is created or on correspondence. That way, you don’t have to have a CF and monitor/maintain it. I think it simpler.

Kenn
LBNL

Someone, please?

TIA

w_e

who else wrote:

Well,

it seems it works.

BUT:

I worked it out this way:

There is a scrip that can do this:

http://wiki.bestpractical.com/view/AddRequestor

You create a custom user field called othermail and populate it with the

people you want to get the email. All, the other IBMers will be added as

requestors whenever one of them requests. We’ve done this for some

supervisors who want to keep an eye on all calls made by their staff.

Unfortunately this only works for ONE additional othermail but not two. It

only accepts the first emailadress. Anybody out here, to point me in the

right direction please, am not a programmer, so i’d appreciate your help.

Thank you very much.

w_e

PS: Besides this it works like a charm :wink:

View this message in context: http://old.nabble.com/merge-users(-)-tp28151060p28414178.html

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.

Buy a copy at http://rtbook.bestpractical.com

Bogey,

Sure. Keep in mind that if this is something you want to happen in ALL
Queues, Then you don’t need thisw scrip. RT offers this as a Global option.
Anyway, here is the one for On Create from emails:

#Custom Action cleanup Code:

Set up variables for parsing CC’s

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $user = RT::User->new($RT::SystemUser);
my $addr;
my $header;
my $ccname;
my $cc;

Parse the email CC’s into ticket “CC” Watchers

foreach $header ($trans->Attachments->First->GetHeader(“Cc”))
{
foreach $cc ( split /,/, $header )
{
($addr) = $cc =~ /([\w-]+?@[\w-]+?.[\w]+)/;
$ccname = substr($addr, 0,length($addr)-8);
$addr = $user->CanonicalizeEmailAddress($ccname);
$ticket->AddWatcher( Type => ‘Cc’, Email => $ccname );
}
}

return 1;

For the "On Correspondence one, you merely add an “unless” after the $addr
code:

      unless ($ticket->IsWatcher(Type => 'Cc', EmailAddress => $addr))
          {
           $ticket->AddWatcher( Type => 'Cc', Email => $ccname );
          }

So anyway, you can put this code into any Queue you want this to happen in,
but again, if you want all Queue to have this, then its better to turn on
that option in you config settings.

Kenn
LBNLOn Sun, May 2, 2010 at 9:34 AM, HS bogey_63@yahoo.com wrote:

Hi Ken,
could you provide this scrip, please? Would like to give it a try.

Thanks!

best

— Kenneth Crocker kfcrocker@lbl.gov schrieb am *Fr, 30.4.2010:
*

Von: Kenneth Crocker kfcrocker@lbl.gov
Betreff: Re: [rt-users] merge users(?)
An: “who else” bogey_63@yahoo.com
CC: rt-users@lists.bestpractical.com
Datum: Freitag, 30. April, 2010 18:34 Uhr

*Bogey,

Did you consider just making the extra Users Cc’s on the Ticket? Then all
you would have to do is make sure there was a notification scrip for Cc’s on
whatever. We have a scrip that will “Add a Ticket CC” for all Cc’s on an
email when a ticket is created or on correspondence. That way, you don’t
have to have a CF and monitor/maintain it. I think it simpler.

Kenn
LBNL

*On Fri, Apr 30, 2010 at 9:27 AM, who else <bogey_63@yahoo.comhttp://mc/compose?to=bogey_63@yahoo.com

wrote:

Someone, please?

TIA

w_e
*
*
who else wrote:

Well,
it seems it works.

BUT:

I worked it out this way:

There is a scrip that can do this:

http://wiki.bestpractical.com/view/AddRequestor

You create a custom user field called othermail and populate it with the
people you want to get the email. All, the other IBMers will be added as
requestors whenever one of them requests. We’ve done this for some
supervisors who want to keep an eye on all calls made by their staff.

Unfortunately this only works for ONE additional othermail but not two.
It
only accepts the first emailadress. Anybody out here, to point me in the
right direction please, am not a programmer, so i’d appreciate your
help.

Thank you very much.

w_e

PS: Besides this it works like a charm :wink:


*
*View this message in context:
http://old.nabble.com/merge-users(-)-tp28151060p28414178.html
*
*Sent from the Request Tracker - User mailing list archive at Nabble.com.

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