Customers raise tickets based on emailing us and almost always with an order Id for a web based purchase.
Each time we then have to go another system that queries the database to view the order. Once we have the order on screen we can then reply to the ticket with greater accuracy.
RT and the web back end are both in the same MySQL database on the same box.
What I would like to do is:
Enter the orderId in 1 custom field and have several other custom fields updated as a result.
Can someone point me in the right direction.
Have spent a few weeks reading number of articles but nothing quite as simple as the one outlined above.