[rt-users] Populating customer fields

[Kevin Falcone]

On Sat, Jan 01, 2011 at 09:42:44AM +0000, naresh at hewittandmay.com wrote:
> Dear All
> 
> Customers raise tickets based on emailing us and almost always with an order Id for a web based purchase. 
> 
> Each time we then have to go another system that queries the database to view the order. Once we have the order on screen we can then reply to the ticket with greater accuracy. 
> 
> RT and the web back end are both in the same MySQL database on the same box. 
> 
> What I would like to do is:
> 
> Enter the orderId in 1 custom field and have several other custom fields updated as a result. 
> 
> Can someone point me in the right direction.
> Have spent a few weeks reading number of articles but nothing quite as simple as the one outlined above. 

Sounds like you need a Scrip with a custom condition that checks for a
chance in your Order ID custom field and then it goes and connects to
mysql to load up data for the other CFs and sets them

You may also want to grant rights on the other custom fields so that
your staff can see them, but not edit them.  That way they won't be
out of sync with what is in your external DB

-kevin
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