On Thu, Jan 16, 2014 at 12:29:12PM -0800, rwzoerner wrote: > I found a list of condition snippets that was great, but for all it had, it > missed any examples related to when a new requestor is added. > > One scenario is that technicians frequently take a phone call and create the > ticket for the requestor. That makes them the requestor and then they have > to go in and change it to the correct person.
you may: - disable CurrentUser to be the default requestor (empty field) - use RT::Extension::MendatoryRequestor to force your staff to enter a valid one that would reduce the wrong requestors. you may also tweak your IPBX to create the ticket and lookup the requestor in a directory (hints: asterisk, RT REST access, LDAP/Customer database) ;) > > Another possibility is that they simply need to add a second name as > requestor. > Even it's allowed to use multiple requestors in RT, I personnaly don't like this as it may make things complicate when it comes to automate based on requestor. But if you wan't to do so, your staff can: - do it when creating the ticket, "their email, customer email" in Requestor field - do it after ticket creation using the "People" link in the ticket menu. -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:[email protected] - http://www.easter-eggs.com
