Re: [rt-users] RTIR: Best way for customers to see all tickets for their employees

2016-12-05 Thread Stephen Switzer 

I very much appreciate your response. This is what this gave me:

[27999] [Mon Dec  5 23:22:01 2016] [warning]: AddWatcher Status: 0 
((eval 471):14)
[27999] [Mon Dec  5 23:22:01 2016] [warning]: AddWatcher Message: That 
role is invalid for this object ((eval 471):15)


The custom role indeed "Applies to" the queue that the ticket was 
created in, so I'm confused... scripts don't support custom roles, maybe?


Best regards,
Steve


On 12/05/2016 05:24 PM, Landon Stewart wrote:
On Dec 5, 2016, at 12:21 PM, Stephen Switzer > wrote:


Please excuse the re-post, but I've made some progress today, and I 
think I just need a tweak. I have the following code in "Custom 
action preparation code":


my $groupname='Cust-Customer1';

# Load the custom group from RT
my $groupObj = RT::Group->new($RT::SystemUser); 
$groupObj->LoadUserDefinedGroup($groupname);

return undef unless $groupObj;

#This worked
#my $admincclist = $self->TicketObj->AdminCc;
#$admincclist->AddMember($groupObj->Id);

#This doesn't work...
$self->TicketObj->AddWatcher(
  Type=>"Customer",
  PrincipalId=>$groupObj->Id
);
return 1;

Can anyone shed light on how to add a custom role member to a ticket 
on create? If I uncomment the admincclist lines, I get it added to 
the AdminCC field... but not the Customer custom role. I see no 
errors in the rt.log file, which is set to warning.


Thank you!




I'm not sure exactly why it's not working but you could check out the 
return value from $self->TicketObj->AddWatcher() and see if there's 
any useful information in there since AddWatcher() returns a tuple of 
(status, message).


Untested code:

my $groupname='Cust-Customer1';

# Load the custom group from RT
my $groupObj = RT::Group->new($RT::SystemUser);
 $groupObj->LoadUserDefinedGroup($groupname);
return undef unless $groupObj;

#This worked
#my $admincclist = $self->TicketObj->AdminCc;
#$admincclist->AddMember($groupObj->Id);

#This doesn't work...
*my ($status, $message) = *$self->TicketObj->AddWatcher(
  Type=> "Customer",
  PrincipalId => $groupObj->Id
);
*RT->Logger->warning("AddWatcher Status: $status");*
*RT->Logger->warning("AddWatcher Message: $message");*
return 1;

--
Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ®
📧 lstew...@internap.com 
🌍 www.internap.com 



-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] RTIR: Best way for customers to see all tickets for their employees

2016-12-05 Thread Landon Stewart 
On Dec 5, 2016, at 12:21 PM, Stephen Switzer 
mailto:st...@sbsroc.com>> wrote:


Please excuse the re-post, but I've made some progress today, and I think I 
just need a tweak. I have the following code in "Custom action preparation 
code":

my $groupname='Cust-Customer1';

# Load the custom group from RT
my $groupObj = RT::Group->new($RT::SystemUser); 
$groupObj->LoadUserDefinedGroup($groupname);
return undef unless $groupObj;

#This worked
#my $admincclist = $self->TicketObj->AdminCc;
#$admincclist->AddMember($groupObj->Id);

#This doesn't work...
$self->TicketObj->AddWatcher(
  Type=>"Customer",
  PrincipalId=>$groupObj->Id
);
return 1;

Can anyone shed light on how to add a custom role member to a ticket on create? 
If I uncomment the admincclist lines, I get it added to the AdminCC field... 
but not the Customer custom role. I see no errors in the rt.log file, which is 
set to warning.

Thank you!


I'm not sure exactly why it's not working but you could check out the return 
value from $self->TicketObj->AddWatcher() and see if there's any useful 
information in there since AddWatcher() returns a tuple of (status, message).

Untested code:

my $groupname='Cust-Customer1';

# Load the custom group from RT
my $groupObj = RT::Group->new($RT::SystemUser);
   $groupObj->LoadUserDefinedGroup($groupname);
return undef unless $groupObj;

#This worked
#my $admincclist = $self->TicketObj->AdminCc;
#$admincclist->AddMember($groupObj->Id);

#This doesn't work...
my ($status, $message) = $self->TicketObj->AddWatcher(
  Type=> "Customer",
  PrincipalId => $groupObj->Id
);
RT->Logger->warning("AddWatcher Status: $status");
RT->Logger->warning("AddWatcher Message: $message");
return 1;

--
Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ®
📧 lstew...@internap.com
🌍 www.internap.com

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] RTIR: Best way for customers to see all tickets for their employees

2016-12-05 Thread Stephen Switzer 
Please excuse the re-post, but I've made some progress today, and I
think I just need a tweak. I have the following code in "Custom action
preparation code": 

my $groupname='Cust-Customer1';

# Load the custom group from RT
my $groupObj = RT::Group->new($RT::SystemUser);
$groupObj->LoadUserDefinedGroup($groupname);
return undef unless $groupObj; 

#This worked
#my $admincclist = $self->TicketObj->AdminCc;
#$admincclist->AddMember($groupObj->Id); 

#This doesn't work...
$self->TicketObj->AddWatcher(
  Type=>"Customer",
  PrincipalId=>$groupObj->Id
);
return 1; 

Can anyone shed light on how to add a custom role member to a ticket on
create? If I uncomment the admincclist lines, I get it added to the
AdminCC field... but not the Customer custom role. I see no errors in
the rt.log file, which is set to warning. 

Thank you! 

Steve 

On 2016-12-05 2:04 pm, Stephen Switzer wrote:

> Bump 
> 
> On 2016-11-17 12:45 pm, Stephen Switzer wrote:
> 
>> I have customers with hundreds of employees, and a few of them submit 
>> tickets. With RT and RTIR, what's the best way to allow a customer to log in 
>> and see tickets in both RT and RTIR that users in their company have 
>> submitted? Can I set it up per department as well? 
>> 
>> I've looked into the custom roles idea, but I'm just not grasping the 
>> concept. Can someone give me a complete example? 
>> 
>> Thank you!
>> 
>> -- 
>> Best regards,
>> Steve-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] RTIR: Best way for customers to see all tickets for their employees

2016-12-05 Thread Stephen Switzer 
Bump 

On 2016-11-17 12:45 pm, Stephen Switzer wrote:

> I have customers with hundreds of employees, and a few of them submit 
> tickets. With RT and RTIR, what's the best way to allow a customer to log in 
> and see tickets in both RT and RTIR that users in their company have 
> submitted? Can I set it up per department as well? 
> 
> I've looked into the custom roles idea, but I'm just not grasping the 
> concept. Can someone give me a complete example? 
> 
> Thank you!
> 
> -- 
> Best regards,
> Steve 
> 
> Stephen H. Switzer 
> President & Chief Technical Consultant 
> 
> st...@sbsroc.com 
> 
> MAIN:
> CELL: 
> +1 (585) 298-9420   EXT: 7001
> +1 (585) 202-8312 
> 
> Support Desk:
> supp...@sbsroc.com 
> 
> FAX: 
> +1 (585) 625-0020 
> 
> This e-mail contains proprietary information some or all of which may be 
> legally privileged. It is for the intended recipient only. If an addressing 
> or transmission error has misdirected this e-mail, please notify the author 
> by replying to this e-mail. If you are not the intended recipient you must 
> not use, disclose, distribute, copy, print or rely on this e-mail. The 
> content of this email may contain private views and opinions, which do not 
> constitute formal disclosure or commitment unless specifically stated. We do 
> not enter into legally binding agreements via email. 
> 
> [1]
> [2]
> [3]
> [4]
> [5]
> 
> -
> RT 4.4 and RTIR training sessions, and a new workshop day! 
> https://bestpractical.com/training
> * Los Angeles - January 9-11 2017
 

Links:
--
[1] http://www.sbsroc.com
[2] https://plus.google.com/+SwitzerBusinessSolutionsLLCRochester
[3] https://www.facebook.com/sbsolutions
[4] https://www.linkedin.com/company/switzer-business-solutions-llc
[5] https://twitter.com/sbsroc-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

[rt-users] RTIR: Best way for customers to see all tickets for their employees

2016-11-17 Thread Stephen Switzer 
I have customers with hundreds of employees, and a few of them submit
tickets. With RT and RTIR, what's the best way to allow a customer to
log in and see tickets in both RT and RTIR that users in their company
have submitted? Can I set it up per department as well? 

I've looked into the custom roles idea, but I'm just not grasping the
concept. Can someone give me a complete example? 

Thank you!

-- 
Best regards,
Steve 

Stephen H. Switzer 
President & Chief Technical Consultant 

st...@sbsroc.com 

MAIN:
CELL: 
+1 (585) 298-9420   EXT: 7001
+1 (585) 202-8312 

Support Desk:
supp...@sbsroc.com 

FAX: 
+1 (585) 625-0020 

This e-mail contains proprietary information some or all of which may be
legally privileged. It is for the intended recipient only. If an
addressing or transmission error has misdirected this e-mail, please
notify the author by replying to this e-mail. If you are not the
intended recipient you must not use, disclose, distribute, copy, print
or rely on this e-mail. The content of this email may contain private
views and opinions, which do not constitute formal disclosure or
commitment unless specifically stated. We do not enter into legally
binding agreements via email. 

 [1]
 [2]
 [3]
 [4]
 [5]

 

Links:
--
[1] http://www.sbsroc.com
[2] https://plus.google.com/+SwitzerBusinessSolutionsLLCRochester
[3] https://www.facebook.com/sbsolutions
[4] https://www.linkedin.com/company/switzer-business-solutions-llc
[5] https://twitter.com/sbsroc-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017