Problem Edit

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

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

Solution Edit

• 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 Edit

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