Re: [rt-users] Requester details in query
Kenneth Marshall wrote: On Thu, Dec 03, 2009 at 03:36:42PM -0700, Randy Smith wrote: Greetings, I want to create a printable report that lists open tickets in a queue that includes requester details including phone and address. Is there a way to do that with the query builder or do I have to whip out my perl-fu and write a custom report. Randy, We populate custom fields with the requestor information at ticket creation since it does change over time and this allows us to know, for example, from which department the request originated. If you do that, you should be able to simple add the appropriate CF's to your report. I'm populating the user's detail fields using ExternalAuth and LDAP. I don't like the idea of pushing that info custom fields when it already exists elsewhere but it's certainly an option, perhaps for the room number. It doesn't make as much sense for things like requesters phone number though. I'll have to think about that a bit. Regards, Ken -- Randy Smith http://www.vuser.org/ http://perlstalker.blogspot.com/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requester details in query
On Fri, Dec 04, 2009 at 10:09:49AM -0700, Randy Smith wrote: Kenneth Marshall wrote: On Thu, Dec 03, 2009 at 03:36:42PM -0700, Randy Smith wrote: Greetings, I want to create a printable report that lists open tickets in a queue that includes requester details including phone and address. Is there a way to do that with the query builder or do I have to whip out my perl-fu and write a custom report. Randy, We populate custom fields with the requestor information at ticket creation since it does change over time and this allows us to know, for example, from which department the request originated. If you do that, you should be able to simple add the appropriate CF's to your report. I'm populating the user's detail fields using ExternalAuth and LDAP. I don't like the idea of pushing that info custom fields when it already exists elsewhere but it's certainly an option, perhaps for the room number. It doesn't make as much sense for things like requesters phone number though. If you don't want to copy user data into ticket cfs, the right way to do it is to use the callbacks available in BuildFormatString and RT__Ticket/ColumnMap to add new display fields (you can see the existing Requestors key for an idea of what needs doing). -kevin pgpyQKZFkEBzk.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requester details in query
On Fri, Dec 04, 2009 at 10:09:49AM -0700, Randy Smith wrote: Kenneth Marshall wrote: On Thu, Dec 03, 2009 at 03:36:42PM -0700, Randy Smith wrote: Greetings, I want to create a printable report that lists open tickets in a queue that includes requester details including phone and address. Is there a way to do that with the query builder or do I have to whip out my perl-fu and write a custom report. Randy, We populate custom fields with the requestor information at ticket creation since it does change over time and this allows us to know, for example, from which department the request originated. If you do that, you should be able to simple add the appropriate CF's to your report. I'm populating the user's detail fields using ExternalAuth and LDAP. I don't like the idea of pushing that info custom fields when it already exists elsewhere but it's certainly an option, perhaps for the room number. It doesn't make as much sense for things like requesters phone number though. Phone number is actually one of the fields that benefits the most since people logging the ticket could be: at a hotel, at home, on their cell phone, at their desk, in a conference room, ... It helps to be able to reach them where the directory information is always fixed. Regards, Ken ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requester details in query
On Thu, Dec 03, 2009 at 03:36:42PM -0700, Randy Smith wrote: Greetings, I want to create a printable report that lists open tickets in a queue that includes requester details including phone and address. Is there a way to do that with the query builder or do I have to whip out my perl-fu and write a custom report. -- Randy Smith http://www.vuser.org/ http://perlstalker.blogspot.com/ Randy, We populate custom fields with the requestor information at ticket creation since it does change over time and this allows us to know, for example, from which department the request originated. If you do that, you should be able to simple add the appropriate CF's to your report. Regards, Ken ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
