Auto search for custom fields on ticket create/edit

Hello.
We are using RT as a tech support ticket tracking system, and in
"connection problems" queue we use custom field of customer number. The
idea is somehow to see previous solved requests for the same customer
number in current request overview screen, or maybe have a link to quick
search with filled CF value of this customer number, so one can quickly
see history for this customer requests without making search and filling
manually thata number as a criteria every time. Is it possible?

best regards

Alex,

You can do that with the Query tool. Once you have selected and added the
Queue, all Custom Fields applied to that Queue are available for search. Put
that Search into your Dashboard or Home Page. Hope this helps.

Kenn
LBNLOn Thu, Sep 2, 2010 at 1:16 AM, alexander lunyov lan@zato.ru wrote:

Hello.
We are using RT as a tech support ticket tracking system, and in
"connection problems" queue we use custom field of customer number. The idea
is somehow to see previous solved requests for the same customer number in
current request overview screen, or maybe have a link to quick search with
filled CF value of this customer number, so one can quickly see history for
this customer requests without making search and filling manually thata
number as a criteria every time. Is it possible?


best regards

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