<html><body bgcolor="#FFFFFF"><div>Hi,</div><div>This is possible, if you find a Way to Store The support Contract information. Good starting Point is Asset tracker in this Case, where you can Store The information. Based on The customfield with The Client information and a Tiny Script you can Link to The Contract and also you can Grab The Time information from The Asset and out them into The Ticket. If you Need more help, let me Know.<br><br>Von meinem iPhone gesendet</div><div><br>Am 24.03.2011 um 12:54 schrieb Walid Haider <<a href="mailto:walid.haider@movensis.com">walid.haider@movensis.com</a>>:<br><br></div><div></div><blockquote type="cite"><div>
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<p class="MsoNormal"><span lang="EN-US">Hi, <o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">I am running RT 3.8.4 and have created a
custom field, with a list of all our clients, so that the client name is
selected from the list when creating or updating a ticket.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">I am now looking to implement a way of
checking if the client’s support contract has not expired (and perhaps
even, displaying a message informing the RT user that the client’s
contract has expired and also highlighting the custom field in red –
under ticket metadata – when viewing existing tickets referring to clients
that do not have valid support contract). <o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">This support contract information is
available in an excel spreadsheet that I could either:<o:p></o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-18.0pt;mso-list:l0 level1 lfo1"><span lang="EN-US" style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><span lang="EN-US">link to RT in some way (of course,
the danger here is that in order for this to work, the name of client must be
exactly the same as in RT) or;<o:p></o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-18.0pt;mso-list:l0 level1 lfo1"><span lang="EN-US" style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><span lang="EN-US">update the support contract information
in RT form time to time (probably safer this way)<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">In future, I would also like to allow our
clients to be able to view and update their own tickets, and would also like to
deny access (automatically, based on the check above) if the support contract
has expired – possibly displaying a message informing the user that why
the access was denied. <o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">I would really appreciate in if someone could
point me in the right direction.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Thanks and regards,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Walid<o:p></o:p></span></p>
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