Re: [rt-users] Organisation/User Links

[Kevin Falcone]

On Tue, Jun 25, 2013 at 11:16:56AM +1000, Adam Thick wrote:
 I work in an organisation using Request Tracker extensively for client
 and internal communication. We currently have a custom field on our
 queues which allow linking of tickets to client/organisations but I
 cannot apply this custom field to the users entity as well… I'd like
 one datasource for client information and would like to be able to
 link to this custom field from both users and tickets.
 
 I have a few questions relating to this, 
 
 has anyone come up with a way to apply a custom field to both tickets and 
 users?

At this time, you cannot apply the same custom field to Users and
Tickets.  In the past, I've seen this done a number of way.
The user contains the definitive list in a CF and the Ticket has a
simple enter-one CF that copies the value from the User using a Scrip.
Alternatively, both CFs are External Custom Fields backed from the
same master customer list:
http://bestpractical.com/rt/docs/latest/extending/external_custom_fields.html

-kevin


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[rt-users] Organisation/User Links

[Adam Thick]

Hi there,

I work in an organisation using Request Tracker extensively for client and 
internal communication. We currently have a custom field on our queues which 
allow linking of tickets to client/organisations but I cannot apply this custom 
field to the users entity as well… I'd like one datasource for client 
information and would like to be able to link to this custom field from both 
users and tickets.

I have a few questions relating to this, 

has anyone come up with a way to apply a custom field to both tickets and users?

Has anyone come up with a better concept of client/organisation for Request 
Tracker? which would allow us to do a similar thing?

We'd like to integrate RT's users into other apps, be able to search users AND 
tickets by client/organisation.

Happy to hear suggestions.

Cheers,
Adam T.