Mike,
I understand your frustration. I'm not familiar with that scrip, nor do
I usually write scrips that go against the USER Table. However, I was
thinking about how I would do it and I would want to try something that
captures the Requesors phone number at the time the ticket is created
and stuff it into a Custom Field. That way whenever the ticket is looked
at, the phone number could be displayed. An alternative of that would be
to modify the ticket display code (make a local copy of
/share/html/Ticket/Display.html) to display the Requestors phone when
accessed. That way you would always get the current Requestor (in case
it was changed after creation). I'm not sure, but if there is a
$Self->TransactionObj and a $Self->TicketObj then perhaps there is also
a $Self->UserObj that would allow you to get to the Users phone.
Perhaps there is someone out there that can pass on any of that kind of
knowledge.
Kenn
LBNL
On 8/5/2009 10:31 PM, Michael Ellis wrote:
One of the biggest complaints from my privileged users during our
testing of RT is that the requestor's phone number is not presented to
them conveniently. We currently handle the bulk of our support by
phone, so some of them are standing at my office door with torches and
pitchforks.
To rectify this I am trying to implement the custom scrip found on
page 81 of the RT Essentials book, and customize it to pull up phone
numbers instead of departments.
The customized scrip is:
1 my $email = ($self->TicketObj->RequestorAddresses)[0];
2
3 my $ldap = Net::LDAP->new( 'someserver.umanitoba.ca' );
4 $ldap->bind;
5
6 my $msg = $ldap->search( base => 'o="University of
Manitoba,c="ca"',
7 filter => "(mail=$email)",
8 );
9
10 my $entry = $msg->entry(0);
11
12 my $phone= $entry->get_value('telephoneNumber');
13
14 my $cf = RT::CustomField->new( $RT::SystemUser );
15 $cf->LoadByName( Name => 'RequestorPhone' );
16
17 $self->TicketObj->AddCustomFieldValue( Field => $cf, Value =>
$phone);
18
19 return 1;
Changes from the original are
3 Server
6 Base
7 email -> mail (what our non-standard ldap calls it)
12 $dept -> $phone
15 my custom field
17 $dept -> $phone
The custom field RequestorPhone is not being set, though. RT's debug
log shows the entry:
[error]: Scrip 16 Prepare failed: Can't call method "get_value" on an
undefined value at (eval 8643) line 12.
Could someone help me get this working, or share what they have done?
Secondly, I am having an issue that when my privileged users click on
a requestor in the people tab of a ticket, they are presented with:
"Time to display: 0.009515
»|« RT 3.8.4 Copyright 1996-2009 Best Practical Solutions, LLC."
Root/Superuser is taken to the requestor's details.
So right now, my people have no way to obtain the requestor's phone
number from within RT. So what are they doing is falling back to our
old helpdesk system and in frustration entering the calls there. This
is jeopardizing the acceptance and adoption of RT as a replacement for
our old system.
I'm sure that I've made one or two (or more) simple errors and wish I
could spend more time looking into this before going to the forum, but
the townspeople are at the castle gates.
TIA,
Mike
------------------------------------------------------------------------
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Commercial support: sa...@bestpractical.com
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