Show RealName in Query Results?

RT Users
1

I’m running RT 3.8.8 on Ubuntu Server 10.10. Everything runs great.

I need a way to display the ticket owner’s RealName in query results instead
of the short, login Name. In our system, the login name is a cryptic
collection of letters and numbers. Using the user’s real name will make the
search results much easier to read and work with.

Thanks for your help!

–Bryan Thoren

2

Bryan:

I think you can do that via a configuration variable in your rt3/etc/RT_Config.pm
Have a look there.

Regards;
RoyFrom: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Bryan Thoren
Sent: 04 February 2011 10:37
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Show RealName in Query Results?

I’m running RT 3.8.8 on Ubuntu Server 10.10. Everything runs great.

I need a way to display the ticket owner’s RealName in query results instead of the short, login Name. In our system, the login name is a cryptic collection of letters and numbers. Using the user’s real name will make the search results much easier to read and work with.

Thanks for your help!

–Bryan Thoren

3

Roy,
BINGO!
That solved the problem. I can’t thank you enough for your patient
assistance.
Have a wonderful day,

–Bryan ThorenOn Fri, Feb 4, 2011 at 7:34 AM, Raed El-Hames < Raed.El-Hames@daisygroupplc.com> wrote:

If you need to tinker with the code, then I think the changes you need to
do will be in ColumnMap in html/Elements/RT__Ticket

Look for OwnerObj->Name and change it to OwnerObj->RealName

Good luck

Roy

From: Bryan Thoren [mailto:bthoren@gmail.com]
Sent: 04 February 2011 12:12

To: Raed El-Hames
Subject: Re: [rt-users] Show RealName in Query Results?

Roy,

I truly appreciate the help.

As suggested, I found the setting in the user preferences. I tested all of
the options. None of them impacted the search results at all. They do
seem to change how user names appear in the query builder. Unfortunately,
it appears this preference setting is not connected to the OwnerName
field in the query results.

Very frustrating!

Perhaps the change needs to be made in the Perl code?

Any other suggestions?

Thanks again for the help,

–Bryan

On Fri, Feb 4, 2011 at 6:57 AM, Raed El-Hames < Raed.El-Hames@daisygroupplc.com> wrote:

Bryan:

I think its also a user preference, (I don’t have my RT interface to hand),
but I would suggest you look in your preferences and see if there are any
references to user name.

The idea is what you set in RT_SiteConfig is the default, but if you have
already saved you preferences , then the format saved in there is the one
that apply.

Roy

From: Bryan Thoren [mailto:bthoren@gmail.com]
Sent: 04 February 2011 11:23
To: Raed El-Hames
Subject: Re: [rt-users] Show RealName in Query Results?

Roy,

Thanks for the quick response.

I already tried the following setting in RT_SiteConfig.pm. Is it the one
you are referring to?

Set($UsernameFormat, ‘verbose’);

According to the documentation, it should use RealName and EmailAddress.
However, it did not make any difference to my query results.

I did clear the Mason cache and re-start Apache, so all changes should take
effect, right?

Did I do that wrong? Or, are there other options to try?

Thanks again,

–Bryan

On Fri, Feb 4, 2011 at 6:07 AM, Raed El-Hames < Raed.El-Hames@daisygroupplc.com> wrote:

Bryan:

I think you can do that via a configuration variable in your
rt3/etc/RT_Config.pm

Have a look there.

Regards;

Roy

From: rt-users-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@lists.bestpractical.com] *On Behalf Of *Bryan Thoren
Sent: 04 February 2011 10:37
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Show RealName in Query Results?

I’m running RT 3.8.8 on Ubuntu Server 10.10. Everything runs great.

I need a way to display the ticket owner’s RealName in query results
instead of the short, login Name. In our system, the login name is a
cryptic collection of letters and numbers. Using the user’s real name will
make the search results much easier to read and work with.

Thanks for your help!

–Bryan Thoren