Putting requestor's real name in the autoreply?

RT Users
1

What object would I use to reference the requestor’s full name in an
autoreply template?

If the requestor sends in an email, $Transaction->CreatorObj->RealName works
fine, but if I created a ticket
for the requestor via the web, this obviously won’t work. Thanks!

-matt

Matthew Hanley
mhanley@cxtec.com

2

What object would I use to reference the requestor’s full name in an
autoreply template?

If the requestor sends in an email, $Transaction->CreatorObj->RealName works
fine, but if I created a ticket
for the requestor via the web, this obviously won’t work. Thanks!

I believe it’s just $Ticket->CreatorObj->RealName.

Andy Harrison

3

Matt Hanley wrote:

What object would I use to reference the requestor’s full name in an
autoreply template?

my $Ticket = $self->TicketObj;

if ($Ticket → Requestors->UserMembersObj->First->Id) {

 my $UserObj = RT::User->new( $RT::SystemUser );

 $UserObj->Load( $Ticket -> Requestors->UserMembersObj->First->Id );

 my $RealName = $UserObj->RealName; }

Rick R.

signature.asc (253 Bytes)

4

Rick Russell wrote:

Matt Hanley wrote:

What object would I use to reference the requestor’s full name in an
autoreply template?

my $Ticket = $self->TicketObj;

if ($Ticket → Requestors->UserMembersObj->First->Id) {

my $UserObj = RT::User->new( $RT::SystemUser );

$UserObj->Load( $Ticket -> Requestors->UserMembersObj->First->Id );

my $RealName = $UserObj->RealName; }

Rick R.
Rick, this is code for scrip in template you should use $Ticket, to get
ticket object not $self->TicketObj.

So template code would be:
{
my $OUT = ‘’;
my $UserObj = $Ticket->Requestors->UserMembersObj->First;
if ($UserObj && $UserObj->id) {
$OUT .= $UserObj->RealName;
}
$OUT;
}

5

What object would I use to reference the requestor’s full name in an
autoreply template?

I believe it’s just $Ticket->CreatorObj->RealName.

Unfortunately, that just gives you the real name of the ticket creator, not
requestor.

Ruslan - your code worked perfectly, thank you.

Can anyone tell me how to differentiate a ticket created via an incoming
email as opposed to via the web?

-matt

Matthew Hanley
mhanley@cxtec.com

6

Matt Hanley wrote:

What object would I use to reference the requestor’s full name in an

autoreply template?

I believe it’s just $Ticket->CreatorObj->RealName.

Unfortunately, that just gives you the real name of the ticket creator, not
requestor.

Ruslan - your code worked perfectly, thank you.

Can anyone tell me how to differentiate a ticket created via an incoming
email as opposed to via the web?
Yeah, only with headers hack:
$ftr = $TicketObj->Transactions->First;
if($ftr && $ftr->id) {
my $attachments = $ftr->Attachments;
while( my $a = $attachments->Next ) {
return ‘email’ if( $a->GetHeader(‘Received’) );
}
}
return ‘other’;

This code return scalar ‘email’ if ticket was created via email.