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<p class=MsoNormal>Hello,<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>I apologize in advance if this question has already been
asked as I have not found a quick way to search the archives and I am new to
the list.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>I need my Help Desk agents to be able to do a simple search
on a Custom Field (I created fields for Last Name and First Name of the user
requesting help so that we can quickly search for users by their name when they
call back for follow up without a ticket number.) The O’Reilly book
indicates that this is possible but I cannot find information about how to
configure RT to do so. Does anyone have any suggestions for how I might
make this possible? I’m fairly sure that I must be overlooking the
obvious here.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Best,<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Jennifer Scales<br>
Help Desk/Public Lab Coordinator<br>
College Information Resources<br>
Haverford College <br>
jscales@haverford.edu<br>
(610) 896-1373<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
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