AddRequestor

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