[rt-users] Question about RT and requestors

[Kevin Falcone]

On Wed, Apr 13, 2011 at 07:11:51AM +0200, Bart wrote:
>    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.

Either tweak the More About This Requestor box to show the info you
want from their account or copy data off the requestor's account into
ticket custom fields at create time.

-kevin
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