Hello everyone! I'd like to start by saying I'm new to RT, but so far I've succeeded in building it from source, and after some initial struggling, I finally have a functioning RT system!
So, I've created some new ques for different functions within my IT repair shop. One of the only things I can see that would require a little additional customization for our needs is the ability to track 2 things: The customer's info data (name, company name, addy, phone, etc) and some basic details about the equipment I'm working with for this ticket (make, model, S/N and P/N mainly). I've been reading as much as I can about the product, but thus far I haven't found a lot of useful information regarding what I * think * would be a straightforward feature-set used by other industries outside of IT. Yes, there are TONS of tech docs, but I haven't found much in regards to adding this. I've read up on CustomFields but while tech docs are great, it didn't tell me much about examples or usage. (Syntaxes are great and all, but if I'm a step behind where the articles expect me to be, not sure how to form these connections on my own :D) I've been toying around with the idea of creating new users to represent each client, but that seems cumbersome, and it didn't feel like I was in the right place to accomplish my goals. So, what I'm asking and/or looking for is more information about how/where I'd include this data. Ideally, I'd like to be able to reference past cases for a customer or machine, but at this point if I have to retype all of their data for each ticket, well, I'll take what I can get :) Thanks so much for any responses! Sean -- View this message in context: http://requesttracker.8502.n7.nabble.com/Customizing-Tickets-to-Include-User-Contact-Data-tp57326.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training - Dallas May 20-21 http://bestpractical.com/training
