[rt-users] Using RT for tickets opened by phone - RT 4.0.8

[Jim Lesinski]

Hello,

What is the process that people are using to add new users to the RT system
when taking a phone call? For example you receive a call from a person who
is not currently in the RT users list. Would your helpdesk agent then go to
Tools - Configuration - Users - Create and create a new user profile, and
then go back and create a new ticket for that user?

Or, would you simply configure the system to create a profile when entering
a new email address in a ticket and go back and update information after
taking the call?

The process seems a bit disconnected, which seems most likely due to RT's
email based origin. It would be great if there was a way to create a user
profile from the ticket screen. I am just wondering how people are handling
this when taking a call.

Thanks!
Jim
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