Adding user information


I’m writing this as user whos been using RT for a while now and is
very happy with it.

But now I would like to extend it and was wondering about how to do
it, hence this email.

I’ve got the “RT Essentials” from O’Reilly and that cleared up some
points but my questions is this:

Can I have user information appended (location, phone, job title) into
the email being sent to a queue ?

Can this be done within the existing framework or do I have to create
a separate module ?

Thanks for your time.