I’m new to RT and have a general question regarding requestors (hopefully
I’m using the right terminology).
By default RT identifies a requestor based on it’s e-mail address. With
custom fields I have the ability to create company info which you can link
to a requestor. I think I could automate that process with a scrip by
checking a persons e-mail domain and link it to a company + I could link
another custom field for general e-mail and telephone number to the company
which would create a few basic contact fields.
Up to that point, apart from the scrip since I’m not yet entirely sure if
that would work, this is pretty straight forward.
The problem though is that I’ve been presented with the question if I could
do something similar for user contact info since in some cases you’d want to
register a persons direct work number. I could create a custom field for
that but it would be nice to automatically remember this number and keep
using it for future tickets. Basically very basic CRM abilities.
So my question is: Can I achieve the above “light” CRM ability with RT, or
is there anther way to get something in between the lines working with RT?
What stops you from using users’ fields? Each user has organisation
field, phones and more. Data stored per user can be extended with
custom fields.On Tue, Apr 12, 2011 at 11:42 AM, Bart bart@pleh.info wrote:
Hi,
I’m new to RT and have a general question regarding requestors (hopefully
I’m using the right terminology).
By default RT identifies a requestor based on it’s e-mail address. With
custom fields I have the ability to create company info which you can link
to a requestor. I think I could automate that process with a scrip by
checking a persons e-mail domain and link it to a company + I could link
another custom field for general e-mail and telephone number to the company
which would create a few basic contact fields.
Up to that point, apart from the scrip since I’m not yet entirely sure if
that would work, this is pretty straight forward.
The problem though is that I’ve been presented with the question if I could
do something similar for user contact info since in some cases you’d want to
register a persons direct work number. I could create a custom field for
that but it would be nice to automatically remember this number and keep
using it for future tickets. Basically very basic CRM abilities.
So my question is: Can I achieve the above “light” CRM ability with RT, or
is there anther way to get something in between the lines working with RT?
Best regards,
I’m fairly new to RT so theres probably allot that I still need to learn
(have to RT book ^_^).
@Matt, thanks for the insight. That might be something that we’ll have to
create as well.
@Ruslan. The extra information that we need should be linked to the
requestors e-mail address, the user fields are linked to an actual account
and it’s information that isn’t shown directly in a ticket. (correct me if
I’m wrong though)
I’m looking for a way to have the requestors (person sending us an e-mail,
or a person calling us by phone) contact information inside the ticket +
auto completion (in some way) so that you won’t have to enter the same
information every time someone gives us a call or sends us an e-mail.
Address and such aren’t directly required but at least 1 field for a phone
number would be the minimum.
What stops you from using users’ fields? Each user has organisation
field, phones and more. Data stored per user can be extended with
custom fields.
On Tue, Apr 12, 2011 at 11:42 AM, Bart bart@pleh.info wrote:
Hi,
I’m new to RT and have a general question regarding requestors (hopefully
I’m using the right terminology).
By default RT identifies a requestor based on it’s e-mail address. With
custom fields I have the ability to create company info which you can
link
to a requestor. I think I could automate that process with a scrip by
checking a persons e-mail domain and link it to a company + I could link
another custom field for general e-mail and telephone number to the
company
which would create a few basic contact fields.
Up to that point, apart from the scrip since I’m not yet entirely sure if
that would work, this is pretty straight forward.
The problem though is that I’ve been presented with the question if I
could
do something similar for user contact info since in some cases you’d want
to
register a persons direct work number. I could create a custom field for
that but it would be nice to automatically remember this number and keep
using it for future tickets. Basically very basic CRM abilities.
So my question is: Can I achieve the above “light” CRM ability with RT,
or
is there anther way to get something in between the lines working with
RT?
Best regards,
Hi,
I’m fairly new to RT so theres probably allot that I still need to learn (have to RT book
^_^). @Matt, thanks for the insight. That might be something that we’ll have to create as well. @Ruslan. The extra information that we need should be linked to the requestors e-mail address,
the user fields are linked to an actual account and it’s information that isn’t shown directly
in a ticket. (correct me if I’m wrong though)
I’m looking for a way to have the requestors (person sending us an e-mail, or a person calling
us by phone) contact information inside the ticket + auto completion (in some way) so that you
won’t have to enter the same information every time someone gives us a call or sends us an
e-mail. Address and such aren’t directly required but at least 1 field for a phone number
would be the minimum.
Either tweak the More About This Requestor box to show the info you
want from their account or copy data off the requestor’s account into
ticket custom fields at create time.