On Fri, Jan 18, 2013 at 12:29 AM, Jim Lesinski <[email protected]> wrote: > Hello, > > What is the process that people are using to add new users to the RT system > when taking a phone call? For example you receive a call from a person who > is not currently in the RT users list. Would your helpdesk agent then go to > Tools - Configuration - Users - Create and create a new user profile, and > then go back and create a new ticket for that user? > > Or, would you simply configure the system to create a profile when entering > a new email address in a ticket and go back and update information after > taking the call? > > The process seems a bit disconnected, which seems most likely due to RT's > email based origin. It would be great if there was a way to create a user > profile from the ticket screen. I am just wondering how people are handling > this when taking a call. >
Well, your workflow just needs a plugin that puts create user form on create ticket form, so your call takers can do things quickier. One solution is to just put a link next to requestors input box that opens "create user" in new window and that window may put email back on form submit with some JS. May be a link would be enough to speed up things to point where it's not a big deal - this is like one file thing with 5 lines top. Another variant is to put a custom form right on the ticket create form. > Thanks! > Jim -- Best regards, Ruslan.
