Barton: /* Solution */

2017-08-23T12:46:21Z

Solution

← Older revision		Revision as of 08:46, 23 August 2017
Line 9:		Line 9:
	* Create a custom field (user account) with the list of mail to add to the ticket as Requestor. (Do it for all client).		* Create a custom field (user account) with the list of mail to add to the ticket as Requestor. (Do it for all client).

	Login as root :		Login as root :
	Configuration -~~>~~ Custom Field -~~>~~ new Custom Field		Configuration -> Custom Field -> new Custom Field

	~~Name : othermail~~
	~~Description : the list of another e-mail user of the same enterprise~~
	~~Type : Enter Multiple Value~~
	~~Applies to : Users~~
	~~Validation :~~
	~~Enable : x~~
	~~Link value to :~~
	~~include page :~~

			Name : othermail
			Description : the list of another e-mail user of the same enterprise
			Type : Enter Multiple Value
			Applies to : Users
			Validation :
			Enable : x
			Link value to :
			include page :

	* On Ticket Creation : auto add the list of e-mails as Requestor		* On Ticket Creation : auto add the list of e-mails as Requestor

	Login as root :		Login as root :
	Configuration -~~>~~ Global -~~>~~ Scrips -~~>~~ new Scrip		Configuration -> Global -> Scrips -> new Scrip
	Description : AddOwnerForEntreprises		Description : AddOwnerForEntreprises
	Condition : On Create		Condition : On Create
	Action : User Defined		Action : User Defined
	Template : Global Template : Blank		Template : Global Template : Blank
	Stage : TransactionCreate		Stage : TransactionCreate

			Custom conditions :

			Return 1;

	~~Custom conditions :~~		Custom action preparation code:
	~~Return 1;~~
			# Get Current Ticket
	Custom action preparation code:		my $T_Obj = $self->TicketObj;
	# Get Current Ticket		my $Email_Rq = $T_Obj->RequestorAddresses;
	my $T_Obj = $self-~~>~~TicketObj;
	my $Email_Rq = $T_Obj-~~>~~RequestorAddresses;		# Set objet for User and Other
			my $U_Obj = RT::User->new($RT::SystemUser);
	# Set objet for User and Other		my $O_Obj = RT::User->new($RT::SystemUser);
	my $U_Obj = RT::User-~~>~~new($RT::SystemUser);
	my $O_Obj = RT::User-~~>~~new($RT::SystemUser);		$U_Obj->LoadByEmail($Email_Rq);

	$U_Obj-~~>~~LoadByEmail($Email_Rq);		my $cf_name="othermail";
			my $others=$U_Obj->FirstCustomFieldValue($cf_name);
	my $cf_name="othermail";
	my $others=$U_Obj-~~>~~FirstCustomFieldValue($cf_name);		#if the field contiens lot of mails (separated by ",")
			$others =~ s/\n//g; #(remove \n)
	#if the field contiens lot of mails (separated by ",")		my @other_list=split(/,/,$others);
	$others =~ s/\n//g; #(remove \n)
	my @other_list=split(/,/,$others);		#param request-field to add Other
			my $Rq_Obj = $T_Obj->Requestors;
	#param request-field to add Other		my $other_id;
	my $Rq_Obj = $T_Obj-~~>~~Requestors;		my $other_mail;
	my $other_id;		foreach $other_mail (@other_list)
	my $other_mail;		{
	foreach $other_mail (@other_list)		# get the user via email address
	{		$O_Obj->LoadByEmail($other_mail);
	# get the user via email address
	$O_Obj-~~>~~LoadByEmail($other_mail);		# get Id
	# get Id		$other_id = $O_Obj->Id;
	$other_id = $O_Obj-~~>~~Id;
	# Add user		# Add user
	$Rq_Obj-~~>~~AddMember($other_id);		$Rq_Obj->AddMember($other_id);
	}		}
	return 1;
			return 1;


	Custom action cleanup code:		Custom action cleanup code:
	return 1;		return 1;


	== Example ==		== Example ==

Admin: 2 revisions imported

2016-04-06T20:03:12Z

2 revisions imported

New page

== Problem ==

We have clients with more than one contact in them enterprises.

All clients of a same enterprise want to see the tickets.

== Solution ==

* Create a custom field (user account) with the list of mail to add to the ticket as Requestor. (Do it for all client).

Login as root :
Configuration -> Custom Field -> new Custom Field

Name : othermail
Description : the list of another e-mail user of the same enterprise
Type : Enter Multiple Value
Applies to : Users
Validation :
Enable : x
Link value to :
include page :

* On Ticket Creation : auto add the list of e-mails as Requestor

Login as root :
Configuration -> Global -> Scrips -> new Scrip
Description : AddOwnerForEntreprises
Condition : On Create
Action : User Defined
Template : Global Template : Blank
Stage : TransactionCreate

Custom conditions :
Return 1;

Custom action preparation code:
# Get Current Ticket
my $T_Obj = $self->TicketObj;
my $Email_Rq = $T_Obj->RequestorAddresses;

# Set objet for User and Other
my $U_Obj = RT::User->new($RT::SystemUser);
my $O_Obj = RT::User->new($RT::SystemUser);

$U_Obj->LoadByEmail($Email_Rq);

my $cf_name="othermail";
my $others=$U_Obj->FirstCustomFieldValue($cf_name);

#if the field contiens lot of mails (separated by ",")
$others =~ s/\n//g; #(remove \n)
my @other_list=split(/,/,$others);

#param request-field to add Other
my $Rq_Obj = $T_Obj->Requestors;
my $other_id;
my $other_mail;
foreach $other_mail (@other_list)
{
# get the user via email address
$O_Obj->LoadByEmail($other_mail);
# get Id
$other_id = $O_Obj->Id;
# Add user
$Rq_Obj->AddMember($other_id);
}
return 1;

Custom action cleanup code:
return 1;

== Example ==

user1 ([mailto:user1@test.com user1@test.com]), user2 ([mailto:user2@test.com user2@test.com]) and user3 ([mailto:user3@test.com user3@test.com]) are in the same entreprise

on the CF "othermail" of user1 [mailto:user2@test.com user2@test.com], [mailto:user3@test.com user3@test.com]

and

on the CF "othermail" of user2 : [mailto:user1@test.com user1@test.com], [mailto:user3@test.com user3@test.com]

and

on the CF "othermail" of user3 : [mailto:user1@test.com user1@test.com], [mailto:user2@test.com user2@test.com]

when user1 create a ticket, user2 and user3 can view the ticket

AddRequestor - Revision history

Barton: /* Solution */

Admin: 2 revisions imported