Question about users and their associated tickets

I have followed some direction and made each of my customers a user in order
to prevent the data duplication that I had created and that would have
gotten out of hand otherwise. :slight_smile:

So the next question becomes:

User ‘johndoe’ calls in for the first time. I create a ticket for him which
automatically adds him as a user, this is great.
We work on the ticket and resolve the ticket.
User ‘johndoe’ calls in 2 days later, so I create a ticket. Now I am looking
at the ticket and I remember hey, this guy called in for the same problem 2
days ago, so I should review his last ticket

I know I can click on tickets and do a search for him and come up with his
previous tickets, but is there another way to do it? I was thinking that I
could click on the “More about …” and pull up a ticket history that
might be displayed similarly to the "…highest priority tickets I own…"
section on the “At a Glance” Page.

Is there a way to do that or am I perhaps missing something very basic? It
just seems it would be handy to be able to see all of their previous tickets
in one central location when you click on the “More about…” section

Greg Evans

As a follow-up to this, I would also like it to when I create a new ticket
(if it is possible) that when I enter their name as the requestor, it would
display certain items of the information for their user account, such as
A) Full Name
B) Email address
(either of these would be the requestor, so that is not a huge deal)
C) Phone Number(s)
D) A selection of User Custom Fields

Is this possible? Even If I had to create the ticket without any information
in the comments and then comment on it afterwards, I think that would be OK
too

Greg Evans-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Greg Evans
Sent: Tuesday, February 26, 2008 9:58 AM
To: ‘RT Users’
Subject: [rt-users] Question about users and their associated tickets…

I have followed some direction and made each of my customers a user in order
to prevent the data duplication that I had created and that would have
gotten out of hand otherwise. :slight_smile:

So the next question becomes:

User ‘johndoe’ calls in for the first time. I create a ticket for him which
automatically adds him as a user, this is great.
We work on the ticket and resolve the ticket.
User ‘johndoe’ calls in 2 days later, so I create a ticket. Now I am looking
at the ticket and I remember hey, this guy called in for the same problem 2
days ago, so I should review his last ticket …
I know I can click on tickets and do a search for him and come up with his
previous tickets, but is there another way to do it? I was thinking that I
could click on the “More about …” and pull up a ticket history that
might be displayed similarly to the “…highest priority tickets I own…”
section on the “At a Glance” Page.

Is there a way to do that or am I perhaps missing something very basic? It
just seems it would be handy to be able to see all of their previous tickets
in one central location when you click on the “More about…” section

Greg Evans

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com Commercial support:
sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Greg,

We do something similar already. We’ve modified
…share/html/Ticket/Elements/ShowPeople to display each requestors user
name, work phone, mobile phone, a customfield named department

I’ve attached our version. You should only have copy my file into your
local directory and tweak a couple of things.

Craig.-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Greg
Evans
Sent: Tuesday, February 26, 2008 2:00 PM
To: ‘RT Users’
Subject: Re: [rt-users] Question about users and their associated
tickets…

As a follow-up to this, I would also like it to when I create a new
ticket
(if it is possible) that when I enter their name as the requestor, it
would
display certain items of the information for their user account, such as
A) Full Name
B) Email address
(either of these would be the requestor, so that is not a huge deal)
C) Phone Number(s)
D) A selection of User Custom Fields

Is this possible? Even If I had to create the ticket without any
information
in the comments and then comment on it afterwards, I think that would be
OK
too

Greg Evans

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Greg
Evans
Sent: Tuesday, February 26, 2008 9:58 AM
To: ‘RT Users’
Subject: [rt-users] Question about users and their associated tickets…

I have followed some direction and made each of my customers a user in
order
to prevent the data duplication that I had created and that would have
gotten out of hand otherwise. :slight_smile:

So the next question becomes:

User ‘johndoe’ calls in for the first time. I create a ticket for him
which
automatically adds him as a user, this is great.
We work on the ticket and resolve the ticket.
User ‘johndoe’ calls in 2 days later, so I create a ticket. Now I am
looking
at the ticket and I remember hey, this guy called in for the same
problem 2
days ago, so I should review his last ticket …
I know I can click on tickets and do a search for him and come up with
his
previous tickets, but is there another way to do it? I was thinking that
I
could click on the “More about …” and pull up a ticket history
that
might be displayed similarly to the “…highest priority tickets I
own…”
section on the “At a Glance” Page.

Is there a way to do that or am I perhaps missing something very basic?
It
just seems it would be handy to be able to see all of their previous
tickets
in one central location when you click on the “More about…” section

Greg Evans

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com Commercial support:
sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

ShowPeople (3.38 KB)

Hey Craig,

Thanks for the ShowPeople file, that works perfectly and with some small
tweaks as you suggested it will definitely make things easier when we are
doing tickets.

Regards,

Greg Evans
Internet Support
Hood Canal Communications
(360) 898-2481 ext.212-----Original Message-----
From: Patterson, Craig [mailto:crpatter@ci.grand-rapids.mi.us]
Sent: Tuesday, February 26, 2008 11:46 AM
To: Greg Evans; RT Users
Subject: RE: [rt-users] Question about users and their associated tickets…

Greg,

We do something similar already. We’ve modified
…share/html/Ticket/Elements/ShowPeople to display each requestors user
name, work phone, mobile phone, a customfield named department

I’ve attached our version. You should only have copy my file into your
local directory and tweak a couple of things.

Craig.

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Greg Evans
Sent: Tuesday, February 26, 2008 2:00 PM
To: ‘RT Users’
Subject: Re: [rt-users] Question about users and their associated tickets…

As a follow-up to this, I would also like it to when I create a new ticket
(if it is possible) that when I enter their name as the requestor, it would
display certain items of the information for their user account, such as
A) Full Name
B) Email address
(either of these would be the requestor, so that is not a huge deal)
C) Phone Number(s)
D) A selection of User Custom Fields

Is this possible? Even If I had to create the ticket without any information
in the comments and then comment on it afterwards, I think that would be OK
too

Greg Evans

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Greg Evans
Sent: Tuesday, February 26, 2008 9:58 AM
To: ‘RT Users’
Subject: [rt-users] Question about users and their associated tickets…

I have followed some direction and made each of my customers a user in order
to prevent the data duplication that I had created and that would have
gotten out of hand otherwise. :slight_smile:

So the next question becomes:

User ‘johndoe’ calls in for the first time. I create a ticket for him which
automatically adds him as a user, this is great.
We work on the ticket and resolve the ticket.
User ‘johndoe’ calls in 2 days later, so I create a ticket. Now I am looking
at the ticket and I remember hey, this guy called in for the same problem 2
days ago, so I should review his last ticket …
I know I can click on tickets and do a search for him and come up with his
previous tickets, but is there another way to do it? I was thinking that I
could click on the “More about …” and pull up a ticket history that
might be displayed similarly to the “…highest priority tickets I own…”
section on the “At a Glance” Page.

Is there a way to do that or am I perhaps missing something very basic?
It
just seems it would be handy to be able to see all of their previous tickets
in one central location when you click on the “More about…” section

Greg Evans

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com Commercial support:
sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com Commercial support:
sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com