[rt-users] Link assets to customers

Bart bart at pleh.info
Thu Apr 4 06:09:58 EDT 2013

2013/4/3 Coen Boef <coen.boef at nxs.nl>

>  Hi list,
> We have started a project to implement RT as our primary ticket management
> system (with which we hope to replace TOPdesk *http://www.topdesk.com*<http://www.topdesk.com>
> ).
> There is one issue which I cannot solve by myself and I hope the list can
> help.
> We are an ISP, offering managed services to our customers. Customers can
> send requests via mail and we use our current ticketing system to link an
> incoming email to a customer based on the requestor’s email address. So
> here’s the first issue for us. I cannot find a way to solve this. My idea
> is to group these requestors together in a group with the customer name,
> which leads to the next issue which is that the managed services (or
> servers) should be linked to the customer as well. As I see it now, there’s
> no way (by default or extension) to link these three (ticket, asset and
> customer) together.
> Can somebody please help us out here? I hope I overlooked something on the
> RT wiki and somebody has already solved this in the past, or that somebody
> can give me some pointers as to where to start.
> Thanks in advance for your help
> Kind regards,
> Coen Boef

Did you have a look at Custom Fields for Groups?

Bart G.
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