Hi, I'm fairly new to RT so theres probably allot that I still need to learn (have to RT book ^_^).
@Matt, thanks for the insight. That might be something that we'll have to create as well. @Ruslan. The extra information that we need should be linked to the requestors e-mail address, the user fields are linked to an actual account and it's information that isn't shown directly in a ticket. (correct me if I'm wrong though) I'm looking for a way to have the requestors (person sending us an e-mail, or a person calling us by phone) contact information inside the ticket + auto completion (in some way) so that you won't have to enter the same information every time someone gives us a call or sends us an e-mail. Address and such aren't directly required but at least 1 field for a phone number would be the minimum. Best regards, Bart 2011/4/13 Ruslan Zakirov <[email protected]> > hi. > > What stops you from using users' fields? Each user has organisation > field, phones and more. Data stored per user can be extended with > custom fields. > > > On Tue, Apr 12, 2011 at 11:42 AM, Bart <[email protected]> wrote: > > Hi, > > I'm new to RT and have a general question regarding requestors (hopefully > > I'm using the right terminology). > > By default RT identifies a requestor based on it's e-mail address. With > > custom fields I have the ability to create company info which you can > link > > to a requestor. I think I could automate that process with a scrip by > > checking a persons e-mail domain and link it to a company + I could link > > another custom field for general e-mail and telephone number to the > company > > which would create a few basic contact fields. > > Up to that point, apart from the scrip since I'm not yet entirely sure if > > that would work, this is pretty straight forward. > > The problem though is that I've been presented with the question if I > could > > do something similar for user contact info since in some cases you'd want > to > > register a persons direct work number. I could create a custom field for > > that but it would be nice to automatically remember this number and keep > > using it for future tickets. Basically very basic CRM abilities. > > So my question is: Can I achieve the above "light" CRM ability with RT, > or > > is there anther way to get something in between the lines working with > RT? > > Best regards, > > > > Bart > > > > > > > > -- > Best regards, Ruslan. >
