On Fri, Dec 04, 2009 at 10:09:49AM -0700, Randy Smith wrote: > Kenneth Marshall wrote: > > On Thu, Dec 03, 2009 at 03:36:42PM -0700, Randy Smith wrote: > >> Greetings, > >> > >> I want to create a printable report that lists open tickets in a queue > >> that includes requester details including phone and address. > >> > >> Is there a way to do that with the query builder or do I have to whip > >> out my perl-fu and write a custom report. > >> > >> > > Randy, > > > > We populate custom fields with the requestor information at > > ticket creation since it does change over time and this allows > > us to know, for example, from which department the request > > originated. If you do that, you should be able to simple add > > the appropriate CF's to your report. > > I'm populating the user's detail fields using ExternalAuth and LDAP. I > don't like the idea of pushing that info custom fields when it already > exists elsewhere but it's certainly an option, perhaps for the room > number. It doesn't make as much sense for things like requesters phone > number though. >
Phone number is actually one of the fields that benefits the most since people logging the ticket could be: at a hotel, at home, on their cell phone, at their desk, in a conference room, ... It helps to be able to reach them where the directory information is always fixed. Regards, Ken _______________________________________________ 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
