Hello.
I am rather new to RT, but something has already come into my
mind:
It would be a great help to get all the related user information
into custom fields of the ticket by clicking a button when some
unique string of information has been typed in already.
For example, email address or a phone number. Some kind of pickup
mechanism from a separate CSV file (or other) should do the trick
- I just can't yet see how that should (and could) be implemented.
Has anyone already come up with any kind of solution for this
kind of need?
Tuomas Haarala
Tuomas Haarala wrote:
Hello.
I am rather new to RT, but something has already come into my
mind:
It would be a great help to get all the related user information
into custom fields of the ticket by clicking a button when some
unique string of information has been typed in already.
For example, email address or a phone number. Some kind of pickup
mechanism from a separate CSV file (or other) should do the trick
- I just can’t yet see how that should (and could) be implemented.
It’s bogus to save any info in CFs about requestor. There is allready
table for user’s info in RT and its name Users. Many reasons why it’s bogus.
You can use ExtractCustomFieldValues to parse requests
http://wiki.bestpractical.com/cgi-bin/index.cgi?ContributedScrips
For our RT I’ve only changed user strings to user links so you can jump
in one click to user info.
Has anyone already come up with any kind of solution for this
kind of need?
Sorry if I missunderstand something.
Best regards. Ruslan.
It would be a great help to get all the related user information
…
It’s bogus to save any info in CFs about requestor. There is allready
table for user’s info in RT and its name Users. Many reasons why it’s bogus.
Hello,
There are reasons why at least I would see some use for getting
the extra information from external source:
- file containing extra information of the users could be simply
created by those non-technical persons, who track all of the
employees
- phone numbers (and other information) change from time to time,
it is not rational to occupy the RT admins doing parallel task
of updating the user information everytime someones info changes
somehow
- RT's user interface becomes rather difficult to use when there
are several hundred users in the RT user database
Imagine yourself being a helpdesk worker: Someone calls you or
emails you. You get his/hers phonenumber, email address and/or
his/hers name. It is waste of time, and gets really boring to
ask for all of the information (phone number, office location,
email address, etc etc) again and again, with every case.
On the other hand, it would be really handy to type in the
information you initially got when the person emailed or called,
and click on "complete information".
Therefore, I would like to keep things simple: no actual user
accounts into RT for the clients, but their information
easily available into ticket for resolvers to use.
Cheers,
Tuomas Haarala