Support with folks with phone #s but not e-mail

Hello,

I’m evaluating deploying RT in an organization where most of the
requests come in by phone, and people sometime wish to remain anonymous.
(People are complaining because their neighbors weeds are too tall).

Have other people used RT like this? There are few changes from the
default install of RT that are needed to make this really easy:

  • In the model of “everybody is a user”, for people that identify
    themselves, operators can be trained to create or search for a user,
    and /then/ create a ticket. I see that phone number and address
    support is already present in the user records. That’s good.

  • In the “Create a new Ticket” screen, user ids as well as
    e-mails need to be accepted in the “Requestors” box. I just tried
    this, and found what appeared to be a bug in RT 2.0.15: It silently
    ignored my input and set the Requestor field to “none”.

  • On the search page, it would be great to be able to search by
    phone number and or address.

Has anyone customized RT to be able to search by phone number or
address??

Mark

http://mark.stosberg.com/

Mark Stosberg wrote:

  • In the “Create a new Ticket” screen, user ids as well as
    e-mails need to be accepted in the “Requestors” box. I just tried
    this, and found what appeared to be a bug in RT 2.0.15: It silently
    ignored my input and set the Requestor field to “none”.

Yes, that looks like a bug.
RT::ticket::Create() is documented as taking “A reference to a list of
RT::User objects, email addresses or RT user Names”, but it really
seems to take “RT::User objects, email addresses or RT user IDs.”

Try the attached patch to make it take any of the above. :slight_smile:
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

rt-user-create-patch (1.06 KB)

Phil Homewood wrote:

Try the attached patch to make it take any of the above. :slight_smile:

… and just why I named the patch as I did is a question I
cannot answer, however despite the name, the patch content
is, I believe, correct. :wink:
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances