Remove requestor's e-mail only from 1 queue

RT Users
1

Hi all -

Running RT 3.8.7 on Ubuntu 9.04.

We have a “Quick Ticket” queue. This queue is only used when patrons walk
up or call the information desk. So, what’s happening is if I get a call
and have to create a ticket for someone else while I’m logged in, the
requestor e-mail is set to mine. For this queue, it’d be best if that field
was just left blank.

I’ve gone into the file system and found the Create.html page and where this
info would come from, but this is universal for all queues. I DO NOT want
to get rid of this for any other queue just the Quick Ticket queue.

Am I SOL?
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.edu

2

Max:
Edit Create.html change

<& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default => $ARGS{Requestors} || $session{CurrentUser}->EmailAddress &>

to

% if ($QueueObj->Name eq 'Quick Ticket') { <& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default => $ARGS{Requestors} &> % } else { <& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default => $ARGS{Requestors} || $session{CurrentUser}->EmailAddress &> %}

Roy

Max McGrath wrote:

3

That worked perfectly!

Thank you so much!!
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.eduOn Thu, Apr 22, 2010 at 8:47 AM, Raed El-Hames rfh@vialtus.com wrote:

Max:
*
*
Edit Create.html change

<& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default => $ARGS{Requestors} || $session{CurrentUser}->EmailAddress &>

to

% if ($QueueObj->Name eq 'Quick Ticket') { <& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default => $ARGS{Requestors} &> % } else { <& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default => $ARGS{Requestors} || $session{CurrentUser}->EmailAddress &> %}

Roy

Max McGrath wrote:

Hi all -

Running RT 3.8.7 on Ubuntu 9.04.

We have a “Quick Ticket” queue. This queue is only used when patrons walk
up or call the information desk. So, what’s happening is if I get a call
and have to create a ticket for someone else while I’m logged in, the
requestor e-mail is set to mine. For this queue, it’d be best if that field
was just left blank.

I’ve gone into the file system and found the Create.html page and where
this info would come from, but this is universal for all queues. I DO NOT
want to get rid of this for any other queue just the Quick Ticket queue.

Am I SOL? –
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.edu mailto:mmcgrath@carthage.edu

4

If you don’t want to touch the code you can also do that with an scrip
for this queue.

Condition: On Create
Action: User defined
Template: Global template: Blank
Stage: TransactionCreate

Custom action preparation code:
return 1;

Custom action cleanup code:
$self->TicketObj->DeleteWatcher(
Type => ‘Requestor’,
Email => $self->CurrentUser->EmailAddress,
Silent => 1);
return 1;

ChrisAm 22.04.2010 15:54, schrieb Max McGrath:

That worked perfectly!

Thank you so much!!

Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.edu mailto:mmcgrath@carthage.edu

On Thu, Apr 22, 2010 at 8:47 AM, Raed El-Hames <rfh@vialtus.com mailto:rfh@vialtus.com> wrote:

Max:
*
*
Edit Create.html change

<td class="value" colspan="5">
<& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default
=> $ARGS{Requestors} || $session{CurrentUser}->EmailAddress &>
</td>

to

<td class="value" colspan="5">
% if ($QueueObj->Name eq 'Quick Ticket') {
  <& /Elements/EmailInput, Name => 'Requestors', Size => '40',
Default => $ARGS{Requestors} &>
% } else {
  <& /Elements/EmailInput, Name => 'Requestors', Size => '40',
Default => $ARGS{Requestors} || $session{CurrentUser}->EmailAddress &>
%}
</td>



Roy


Max McGrath wrote:

    Hi all -

    Running RT 3.8.7 on Ubuntu 9.04.

    We have a "Quick Ticket" queue.  This queue is only used when
    patrons walk up or call the information desk.  So, what's
    happening is if I get a call and have to create a ticket for
    someone else while I'm logged in, the requestor e-mail is set to
    mine.  For this queue, it'd be best if that field was just left
    blank.

    I've gone into the file system and found the Create.html page
    and where this info would come from, but this is universal for
    all queues.  I DO NOT want to get rid of this for any other
    queue just the Quick Ticket queue.

    Am I SOL?  --
    Max McGrath
    Asst. Network Admin/Systems Specialist
    Carthage College
    262-552-5512
    mmcgrath@carthage.edu <mailto:mmcgrath@carthage.edu>
    <mailto:mmcgrath@carthage.edu <mailto:mmcgrath@carthage.edu>>

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