Hi Guys,
Whilst looking at custom fields and getting them to work, we have noticed that some of the data we are intending to capture can be dealt with by just populating the fields of the User instead.
I’m not finding an example of this and I would prefer to avoid altering the core RT files. Has anyone ever done this successfully from a scrip or template? Can I do this using ExtractCustomFields?
The things we are looking to do are Organisation, Address, Phone No’s etc from Email Body to the User Table.
If anyone can point me to an example or where it is on the lists as google is being less than helpful right now.
Thanks
Rik
Rik,
Are you trying to get the initial user record (that’s created by
a previously unknown email addr sending an email which creates a ticket)
automatically populated? If so, where would it get the info from?
What we're doing (or planning to do) is to have the user get
created automatically, then occasionally we’ll go back in and flesh out
any user records that don’t have details. We use the comment field for
some product info, so we’ve modified the way that the user info is
displayed on a ticket (when the user isn’t privileged you get another
section on the ticket display). Our folks have decided that’s good
enough…
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh@mqsoftware.com
-----Original Message-----
From: Richard Ellis [mailto:Richard.Ellis@Sun.COM]
Sent: Friday, April 30, 2004 3:09 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Populating User data on ticket creation
Hi Guys,
Whilst looking at custom fields and getting them to work, we have
noticed
that some of the data we are intending to capture can be dealt with by
just populating the fields of the User instead.
I’m not finding an example of this and I would prefer to avoid
altering
the core RT files. Has anyone ever done this successfully from a scrip
or
template? Can I do this using ExtractCustomFields?
The things we are looking to do are Organisation, Address, Phone No’s
etc
from Email Body to the User Table.
If anyone can point me to an example or where it is on the lists as
google
is being less than helpful right now.
Thanks
Rik
The rt-users Archives
RT Developer and Administrator training is coming to LA, DC and
Frankfurt
Hi Kelly,
We have a form externally, which pre-populates data into many of the fields, such as Organisation, Telephone No etc. We capture that and pass it into RT as part of the Body of the Message and use ExtractCustomFields to populate Custom fields, but it would be better if we simply populated the User that is generated with this information to avoid duplication.
Hope that explains what I’m trying to do.
Rik----- Original Message -----
From: “Kelly F. Hickel” kfh@mqsoftware.com
Date: Friday, April 30, 2004 2:09 pm
Subject: RE: [rt-users] Populating User data on ticket creation
Rik,
Are you trying to get the initial user record (that’s created by
a previously unknown email addr sending an email which creates a
ticket)automatically populated? If so, where would it get the info
from?
What we’re doing (or planning to do) is to have the user get
created automatically, then occasionally we’ll go back in and flesh
outany user records that don’t have details. We use the comment
field for
some product info, so we’ve modified the way that the user info is
displayed on a ticket (when the user isn’t privileged you get another
section on the ticket display). Our folks have decided that’s good
enough…
–
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh@mqsoftware.com
-----Original Message-----
From: Richard Ellis [Richard.Ellis@Sun.COM]
Sent: Friday, April 30, 2004 3:09 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Populating User data on ticket creation
Hi Guys,
Whilst looking at custom fields and getting them to work, we have
noticed
that some of the data we are intending to capture can be dealt
with by
just populating the fields of the User instead.
I’m not finding an example of this and I would prefer to avoid
altering
the core RT files. Has anyone ever done this successfully from a
scripor
template? Can I do this using ExtractCustomFields?
The things we are looking to do are Organisation, Address, Phone
No’setc
from Email Body to the User Table.
If anyone can point me to an example or where it is on the lists as
google
is being less than helpful right now.
Thanks
Rik
The rt-users Archives
RT Developer and Administrator training is coming to LA, DC and
Frankfurt
this spring and summer.
http://bestpractical.com/services/training.html
Sign up early, as class space is limited.