Showing requestor's info on the ticket

RT Users
1

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Hi,
I’d like to have info about the requestor on the ticket display page -
things like telephone number, e-mail, etc.
I’ve read there is a “Requestor Info Box”, but I can’t find much about it.

Is it an option for what I’m trying to achieve - or is there any other
best practice to follow?

Thanks,
Giuseppe

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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2

I’d like to have info about the requestor on the ticket display page -
things like telephone number, e-mail, etc.
I’ve read there is a “Requestor Info Box”, but I can’t find much about it.

Is it an option for what I’m trying to achieve - or is there any other
best practice to follow?

Start with
$ grep MoreAbout etc/RT_Config.pm
=item C<$ShowMoreAboutPrivilegedUsers>
Set($ShowMoreAboutPrivilegedUsers, 0);
=item C<$MoreAboutRequestorTicketList>
Set($MoreAboutRequestorTicketList, “Active”);
=item C<$MoreAboutRequestorExtraInfo>
Set($MoreAboutRequestorExtraInfo, “”);
=item C<$MoreAboutRequestorGroupsLimit>
Set($MoreAboutRequestorGroupsLimit, 0);

4.0.3rc1 includes improved documentation for
MoreAboutRequestorExtraInfo

-kevin

3

These are the options we use in our config:

—

More about requestor

—

Set($MoreAboutRequestorTicketList, “Active”);
Set($MoreAboutRequestorExtraInfo, “EmailAddress WorkPhone MobilePhone”);
Set($MoreAboutRequestorGroupsLimit, undef);
Set($ShowMoreAboutPrivilegedUsers, 1);

These options enforce that the about requestor box is always shown, also
for privileged users. That it initially shows the Active tickets of a user
and that it hides the groups that a user belongs to (we don’t really want
to show such information there).

Additionally we want to see the requestors E-mail adres, Work phone number
and Mobile phone number in the more about requestor box.

Hope this helps.

– Bart2011/11/2 Kevin Falcone falcone@bestpractical.com

On Wed, Nov 02, 2011 at 03:36:31PM +0000, Giuseppe Sollazzo wrote:

I’d like to have info about the requestor on the ticket display page -
things like telephone number, e-mail, etc.
I’ve read there is a “Requestor Info Box”, but I can’t find much about
it.

Is it an option for what I’m trying to achieve - or is there any other
best practice to follow?

Start with
$ grep MoreAbout etc/RT_Config.pm
=item C<$ShowMoreAboutPrivilegedUsers>
Set($ShowMoreAboutPrivilegedUsers, 0);
=item C<$MoreAboutRequestorTicketList>
Set($MoreAboutRequestorTicketList, “Active”);
=item C<$MoreAboutRequestorExtraInfo>
Set($MoreAboutRequestorExtraInfo, “”);
=item C<$MoreAboutRequestorGroupsLimit>
Set($MoreAboutRequestorGroupsLimit, 0);

4.0.3rc1 includes improved documentation for
MoreAboutRequestorExtraInfo

-kevin

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