On Wed, Jan 23, 2008 at 03:58:32PM -0500, Keith wrote: > Still evaluating RT for use in my office and trying to figure out if it can > do something our current Ticket software does. Our users aren't going to be > using RT to log tickets themselves. They'll either send tickets in by email > or call into our phone support and we'll take care of getting the tickets > into RT. In the "New Ticket" form, the Requestor field is just a text field > that auto-fills in with the currently logged in user. That won't work for us > since the Requestors will all be external users. Our current ticket software > has a text/dropdown that lets you either choose from the dropdown or enter a > new user. Is there any way to make RT do something similar? > I was thinking a separate custom field that is a dropdown of existing users, > but I don't see how to have that value assigned back as the Requestor. > > Has anyone else needed this kind of feature and figured something out? >
Here we modified a little bit the share/html/Ticket/Create.html, to propose as requestor a list of emails from our customer database or a free form. Not difficult to do IMHO if you now a little bit of perl and html. I cannot send you a patch because it is very specific to our company (xmlrpc to get custmers emails depending on the queue). _______________________________________________ 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
