Phone & walk-ins

RT Users
1

List,

I’m trying to use RT for something it doesn’t appear to be designed for.
I am planning to create tickets for people that walk into our store
or call in by telephone. I have created a user object in rt called
"walkin" that has no email address. When creating the ticket I enter
walkin as the requestor, and a Name & Telephone number as the subject
line.

This works fine, but I would like to put the customer’s name as the
requestor. Is there anything I can change so the default behavior is
to not assume an email address if no matching username is found?

Has anyone else done anything like this and has a better way? Perhaps
"the way"?

Pointers to the FM are welcome.

Thanks in advance,
-John

2

Why not add custom fields for customer name and telephone number and just
put your own or a generic email address for requestor.
This feature is documented in the rt manual.

List,

I’m trying to use RT for something it doesn’t appear to be designed for.
I am planning to create tickets for people that walk into our store
or call in by telephone. I have created a user object in rt called
“walkin” that has no email address. When creating the ticket I enter
walkin as the requestor, and a Name & Telephone number as the subject
line.

This works fine, but I would like to put the customer’s name as the
requestor. Is there anything I can change so the default behavior is
to not assume an email address if no matching username is found?

Has anyone else done anything like this and has a better way? Perhaps
“the way”?

Pointers to the FM are welcome.

Thanks in advance,
-John

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