On Thu, Mar 26, 2009 at 15:50, Roedel, Mark <[email protected]> wrote: > Our helpdesk guys would like to insert a step into the ticket creation > process that directs a user to a knowledge base or FAQ (bonus points if > it can select some likely articles based on keywords in the request) > before creating a ticket that would take any staff time. (Or, as a Plan > B, using the ticket creation autoresponse to suggest some self-service > troubleshooting links selected from a knowledge base using keywords > taken from the request.)
First inclination would be to play with remote/ajaxy custom fields as the basis for setting the "subject" of the ticket... -- Cambridge Energy Alliance: Save money. Save the planet. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [email protected] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
