We have been using RT for a couple of years now. We have it fielding
phone calls from our helpdesk queue since the pbx can send voice mails
as an email attachment.
I actually have two questions (RTv3.6):
If the “requestor” of the ticket is our phone system, is there a
scrip or custom condition that can be met to create the ticket and
notify the admin’s etc. but not the requestor if it is a specific
We get caller ID name and number in the subject lines (usually) and
would be interested to know if there is a way a scrip could also write
the information into the custom fields or not.