As a follow-up to this, I would also like it to when I create a new ticket (if it is possible) that when I enter their name as the requestor, it would display certain items of the information for their user account, such as A) Full Name B) Email address (either of these would be the requestor, so that is not a huge deal) C) Phone Number(s) D) A selection of User Custom Fields
Is this possible? Even If I had to create the ticket without any information in the comments and then comment on it afterwards, I think that would be OK too Greg Evans -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Greg Evans Sent: Tuesday, February 26, 2008 9:58 AM To: 'RT Users' Subject: [rt-users] Question about users and their associated tickets... I have followed some direction and made each of my customers a user in order to prevent the data duplication that I had created and that would have gotten out of hand otherwise. :) So the next question becomes: User 'johndoe' calls in for the first time. I create a ticket for him which automatically adds him as a user, this is great. We work on the ticket and resolve the ticket. User 'johndoe' calls in 2 days later, so I create a ticket. Now I am looking at the ticket and I remember hey, this guy called in for the same problem 2 days ago, so I should review his last ticket ... I know I can click on tickets and do a search for him and come up with his previous tickets, but is there another way to do it? I was thinking that I could click on the "More about <user>..." and pull up a ticket history that might be displayed similarly to the "...highest priority tickets I own..." section on the "At a Glance" Page. ... Is there a way to do that or am I perhaps missing something very basic? It just seems it would be handy to be able to see all of their previous tickets in one central location when you click on the "More about..." section Greg Evans _______________________________________________ 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 _______________________________________________ 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