M. Maciak, We follow the same initial load procedure on the initial E-mail into the system. Then, once a day we compare the timestamp on the LDAP entries with those in RT. Any records that are more recent are updated to the new information automatically. Maybe a process like that would work for you.
Ken On Fri, May 26, 2006 at 10:08:18AM -0400, [EMAIL PROTECTED] wrote: > Ah yes, this is a similar problem to what I have encountered. I still > Am trying to think of a decent way to combat it. > > The way I have this system set up is that RT creates a user whether from an > email coming in, or a ticket being created by a priv user for a new requestor. > > Once the user is being created, the ldap info is searched and then that info > is placed in the RT database under the users table into their profile. > > This is generally fine because most people don't change departments, phone > numbers etc. that often so no need to call LDAP server every time every user > Logs in, or every time a ticket has a new requestor etc. - this would be a > lot of lookups! > > Now as an administrator I have added a button for Myself to use which will > automatically update user info in the form for Modify the User > -"Modify.html". This works nicely for me, but not for anyone normal priv > user. > > However, just recently some of the managers have decided they want every priv > user to be able to hit a button at any time which will refresh the the ticket > requestors' data from LDAP and update their profile. This I do not know how > to do yet. I was thinking of doing a custom scrip to handle this, but how > Would I interface a button push into setting off some sort of transaction On > the main ticket page where it shows requestor information?? The other > Thought that ran across my mind was just to have that button point to my Own > .pl file which would then manually update the db after running a new Ldap > query for the user which is passed to the .pl file from the button push. > This seems is definitely possible, but isn?t really part of the > Existing framework that is in RT. I think I would rather go with the > Custom scrip part but I haven?t found any examples how to implement > A custom button push to set off the event. > > > T.J. Maciak > > Internet/Intranet Developer > Department of IT > City of Grand Rapids > P: (616)456-3713 > F: (616)456-3448 > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
