Requester details in query

Greetings,

I want to create a printable report that lists open tickets in a queue
that includes requester details including phone and address.

Is there a way to do that with the query builder or do I have to whip
out my perl-fu and write a custom report.

Randy Smith


http://perlstalker.blogspot.com/

Greetings,

I want to create a printable report that lists open tickets in a queue
that includes requester details including phone and address.

Is there a way to do that with the query builder or do I have to whip
out my perl-fu and write a custom report.


Randy Smith
http://www.vuser.org/
http://perlstalker.blogspot.com/

Randy,

We populate custom fields with the requestor information at
ticket creation since it does change over time and this allows
us to know, for example, from which department the request
originated. If you do that, you should be able to simple add
the appropriate CF’s to your report.

Regards,
Ken

Kenneth Marshall wrote:

Greetings,

I want to create a printable report that lists open tickets in a queue
that includes requester details including phone and address.

Is there a way to do that with the query builder or do I have to whip
out my perl-fu and write a custom report.

Randy,

We populate custom fields with the requestor information at
ticket creation since it does change over time and this allows
us to know, for example, from which department the request
originated. If you do that, you should be able to simple add
the appropriate CF’s to your report.

I’m populating the user’s detail fields using ExternalAuth and LDAP. I
don’t like the idea of pushing that info custom fields when it already
exists elsewhere but it’s certainly an option, perhaps for the room
number. It doesn’t make as much sense for things like requesters phone
number though.

I’ll have to think about that a bit.

Regards,
Ken

Randy Smith


http://perlstalker.blogspot.com/

Kenneth Marshall wrote:

Greetings,

I want to create a printable report that lists open tickets in a queue
that includes requester details including phone and address.

Is there a way to do that with the query builder or do I have to whip
out my perl-fu and write a custom report.

Randy,

We populate custom fields with the requestor information at
ticket creation since it does change over time and this allows
us to know, for example, from which department the request
originated. If you do that, you should be able to simple add
the appropriate CF’s to your report.

I’m populating the user’s detail fields using ExternalAuth and LDAP. I
don’t like the idea of pushing that info custom fields when it already
exists elsewhere but it’s certainly an option, perhaps for the room
number. It doesn’t make as much sense for things like requesters phone
number though.

If you don’t want to copy user data into ticket cfs, the right way to do
it is to use the callbacks available in BuildFormatString and
RT__Ticket/ColumnMap to add new display fields (you can see the
existing Requestors key for an idea of what needs doing).

-kevin

Kenneth Marshall wrote:

Greetings,

I want to create a printable report that lists open tickets in a queue
that includes requester details including phone and address.

Is there a way to do that with the query builder or do I have to whip
out my perl-fu and write a custom report.

Randy,

We populate custom fields with the requestor information at
ticket creation since it does change over time and this allows
us to know, for example, from which department the request
originated. If you do that, you should be able to simple add
the appropriate CF’s to your report.

I’m populating the user’s detail fields using ExternalAuth and LDAP. I
don’t like the idea of pushing that info custom fields when it already
exists elsewhere but it’s certainly an option, perhaps for the room
number. It doesn’t make as much sense for things like requesters phone
number though.

Phone number is actually one of the fields that benefits the most
since people logging the ticket could be: at a hotel, at home, on
their cell phone, at their desk, in a conference room, … It helps
to be able to reach them where the directory information is always
fixed.

Regards,
Ken