[rt-users] Question about RT and requestors

[Bart]

Hi,

I'm fairly new to RT so theres probably allot that I still need to learn
(have to RT book ^_^).

@Matt, thanks for the insight. That might be something that we'll have to
create as well.

@Ruslan. The extra information that we need should be linked to the
requestors e-mail address, the user fields are linked to an actual account
and it's information that isn't shown directly in a ticket. (correct me if
I'm wrong though)

I'm looking for a way to have the requestors (person sending us an e-mail,
or a person calling us by phone) contact information inside the ticket +
auto completion (in some way) so that you won't have to enter the same
information every time someone gives us a call or sends us an e-mail.
Address and such aren't directly required but at least 1 field for a phone
number would be the minimum.

Best regards,

Bart



2011/4/13 Ruslan Zakirov <ruz at bestpractical.com>

> hi.
>
> What stops you from using users' fields? Each user has organisation
> field, phones and more. Data stored per user can be extended with
> custom fields.
>
>
> On Tue, Apr 12, 2011 at 11:42 AM, Bart <bart at pleh.info> wrote:
> > Hi,
> > I'm new to RT and have a general question regarding requestors (hopefully
> > I'm using the right terminology).
> > By default RT identifies a requestor based on it's e-mail address. With
> > custom fields I have the ability to create company info which you can
> link
> > to a requestor. I think I could automate that process with a scrip by
> > checking a persons e-mail domain and link it to a company + I could link
> > another custom field for general e-mail and telephone number to the
> company
> > which would create a few basic contact fields.
> > Up to that point, apart from the scrip since I'm not yet entirely sure if
> > that would work, this is pretty straight forward.
> > The problem though is that I've been presented with the question if I
> could
> > do something similar for user contact info since in some cases you'd want
> to
> > register a persons direct work number. I could create a custom field for
> > that but it would be nice to automatically remember this number and keep
> > using it for future tickets. Basically very basic CRM abilities.
> > So my question is: Can I achieve the above "light" CRM ability with RT,
> or
> > is there anther way to get something in between the lines working with
> RT?
> > Best regards,
> >
> > Bart
> >
> >
>
>
>
> --
> Best regards, Ruslan.
>
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