<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN">
<HTML><HEAD>
<META http-equiv=Content-Type content="text/html; charset=iso-8859-1">
<META content="MSHTML 6.00.2722.900" name=GENERATOR></HEAD>
<BODY>
<DIV><SPAN class=129550417-11012005><FONT face=Arial size=2>Since this question
requires a little bit of background, I'm going to state the question itself as
simply as possible before I get into the back-story.</FONT></SPAN></DIV>
<DIV><SPAN class=129550417-11012005><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=129550417-11012005><FONT face=Arial size=2>Q: How can I easily
make the "requestor" of a ticket a user other than myself, without necessarily
knowing that user's email address? Secondary to that, is it possible to
search through tickets by a requestor's username rather than by his email
address?</FONT></SPAN></DIV>
<DIV><SPAN class=129550417-11012005><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=129550417-11012005><FONT face=Arial size=2>If this makes sense
as is, read no further. If not, you can see why I'm asking
below:</FONT></SPAN></DIV>
<DIV><SPAN class=129550417-11012005><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=129550417-11012005><FONT face=Arial size=2>The way we have our
RT set up is such that our clients are set up as users in the system. They
can each login, search tickets, create tickets, etc. However, they also
call us quite frequently. When they call us, an internal support staff
member will create a new ticket, and change the requestor from himself to the
client's email address as listed in their "Edit User" form. Unfortunately,
its obviously a lot easier to ask a caller "What is your company name?" (which
we use as their username) than it is to say "What email address to you have on
file with us?". So it would be awesome if the person fielding the call
could just pop in a username rather than having to find the email address
associated with that username.</FONT></SPAN></DIV>
<DIV><SPAN class=129550417-11012005><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=129550417-11012005><FONT face=Arial size=2>Also, I'd like to be
able to search through tickets by providing a requestor's username rather than
his email address. Right now, the search criteria only has
"(Requestor's|CC's|AdminCC's) email address (contains|doesn't contain)
__________". I'm wondering if any of you guys have come up with an easier
way to search through tickets by a requesting user rather than by a requesting
user's email address.</FONT></SPAN></DIV>
<DIV><SPAN class=129550417-11012005><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=129550417-11012005><FONT face=Arial size=2>Thanks a bunch for
taking the time to help out.</FONT></SPAN></DIV>
<DIV><SPAN class=129550417-11012005><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=129550417-11012005><FONT face=Arial size=2>Jonathan
Reeder</FONT></SPAN></DIV></BODY></HTML>