I'm looking for documentation or explaination about the best way to customize the filling of contacts_list dataset.
What I want to do :
- automaticly insert caller_id and agent_id in the contacts_list dataset (lnkContactToTicket table) -> My instance of doesn't do that for the moment but it seemed to me that it would be the case
- allowing the add of other contacts in the contacts_list dataset --> It's OK
- sending custom notifications to this list --> It's OK
I didn't find information about this.
Any idea to help me?
Thanks a lot!
Rafael.
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Hi Rafael. Why would you think it would be the case?
You could hook into the "OnInsert()" or "AfterInsert()" method if you want to do it upon creation. But you may also consider that at some point the caller gets updated. Then you could use "OnUpdate()" or "AfterUpdate()".
Hi Jeffrey!
I thought I remembered that caller_id and agent-id were added automatically in the past, but I may be wrong.
Ok, I will manage it thru the "OnUpdate()" event. Perfect !
Thanks Jeffrey!
Rafael.
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Oh I remember! The contacts are automatically inserted in the Contacts_list when the tickets are created via Email (Mail to ticket automation extension). Caller at the creation, agent during the exchanges.
My use case : I want my users to define themself the contacts who will receive specific notifications. Caller_id, Agent_id, plus everyone they think it will be appropriate.
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Hi (again)!
I'm looking for documentation or explaination about the best way to customize the filling of contacts_list dataset.
What I want to do :
- automaticly insert caller_id and agent_id in the contacts_list dataset (lnkContactToTicket table) -> My instance of doesn't do that for the moment but it seemed to me that it would be the case
- allowing the add of other contacts in the contacts_list dataset --> It's OK
- sending custom notifications to this list --> It's OK
I didn't find information about this.
Any idea to help me?
Thanks a lot!
Rafael.
Hi Rafael. Why would you think it would be the case?
You could hook into the "OnInsert()" or "AfterInsert()" method if you want to do it upon creation. But you may also consider that at some point the caller gets updated. Then you could use "OnUpdate()" or "AfterUpdate()".
https://www.itophub.io/wiki/page?id=latest:customization:sequence_crud
Here's an example:
https://github.com/Combodo/iTop/blob/efadf2cc79e2bde3c9a9f828d4e556c16d9de42f/datamodels/2.x/itop-change-mgmt/datamodel.itop-change-mgmt.xml#L580
Hi Jeffrey!
I thought I remembered that caller_id and agent-id were added automatically in the past, but I may be wrong.
Ok, I will manage it thru the "OnUpdate()" event. Perfect !
Thanks Jeffrey!
Rafael.
I've been using iTop since 2.1 or something. I don't think it was ever default behavior.
For most cases, it's also not really necessary; as it would be duplicate info (since the caller is already stored in the database as well).
What's the exact use case?
Oh I remember! The contacts are automatically inserted in the Contacts_list when the tickets are created via Email (Mail to ticket automation extension). Caller at the creation, agent during the exchanges.
My use case : I want my users to define themself the contacts who will receive specific notifications. Caller_id, Agent_id, plus everyone they think it will be appropriate.
Still not part of the default behavior, as far as I know.
Yes! You're right and I was wrong : it was only in the case Mail to ticket automation.
Thanks again for your answer and have a nice weekend!
I mean, I think even by default in Mail to Ticket it doesn't happen, not as far as I'm aware of?
Perhaps some custom extension you are using? Or a modification?
Because it's also not that hard to create :)