My users would like to have reports on their RT-at-a-Glance page which
would parse out their tickets from several queues into a report grouped
by the requestors initial of their last name.
For example group 1 may be A-F, Group 2 G-K, etc.
I was thinking of having a Custom Field associated with their queues
that was set at time of entry and then have the report use that value in
this field (A-Z) to select records
My problem is that I do not know the field name for the Requestors Real
Name as indicated in the ?? marks below.
Additionally, I am VERY open if someone has a better idea.
Below is the script I was going to have exec at New Ticket entry
Any help is greatly appreciated
Thanks
Joe
my $CFName = 'Last Name Grouping';
my $RecTransaction = 1;
my $QueueObj = $self->TicketObj->QueueObj;
my $CFObj = RT::CustomField->new( $QueueObj->*??Requestor.RealName?? *);
$CFObj->LoadByNameAndQueue( Name => $CFName, Queue => $QueueObj->id );
unless( $CFObj->id ) {
$RT::Logger->warning("custom field '$CFName' isn't defined for queue
'". $QueueObj->Name ."'");
return undef;
}
my $RequestorRealName = '*??Requestor.RealName??*';
my $LastInitial = substr($RequestorRealName ,instr($RequestorRealName
,' ',-1,1)+1,1);
unless( $self->TicketObj->FirstCustomFieldValue( $CFObj->id ) ) {
my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue(
Field => $CFObj->id,
Value => $LastInitial,
RecordTransaction =>
$RecTransaction );
unless( $st ) {
$RT::Logger->warning( "Couldn't set $DefaultValue as value for CF
$CFName:". $msg );
return undef;
}
}
return 1;
--
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
