AddRequestor

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

on the CF "othermail" of user1 user2@test.com, user3@test.com

and

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

and

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

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