[rt-users] Procedural question involving 'Requestors' field.

[Matt Hanley]

We have 3 sources for a ticket being opened:

1) Email
2) Phone
3) Walk-in.

In the first example, the Requestor would be the person's
email address, ie jsmith at example.com.

In the latter two, the ticket would be opened by a support
staff member.  Chances are that in that case the Requestor
would be set to 'John Smith' simply because names are generally
easier to remember (and write) than email addresses.

How do people generally address this situation? (For example, do
you simply accept it and do searches on both jsmith and John Smith?)

Could the Requestors field be checked against a database?  Or could
the Requestors field be a drop down list of values garnered from a
database when you open a new ticket?

Thanks.

-matt


Matthew Hanley
mhanley at cxtec.com