Quoting Brot Stéphane <[email protected]> on Mon, 13 Jul 2009 11:27:18 +0200:
> > As support team member, when a customer calls, I want to be able to > quickly open a ticket from the RT web interface. There should be a > search page to fill in the requestor field, being able to search by > name, street address, customer number,... > > Is it possible to extend RT that much ? How hard ? I have installed RTx::EmailCompletion to display a drop-down and match against name as RT3's Real Name and customer number as RT3's Username. You could add some location fields to $EmailCompletionSearchFields but they would not be displayed in the drop-down without further code customisation. > How do you use RT for the support of thousands of end users ? Can't answer that one. Regards, -- Erwan HAMON - http://hamon.erwan.free.fr/ _______________________________________________ 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
