Our student helpdesk service take calls on a number of different issues
and I’m currently trying to convert them to using RT from an Access
My stumbling block is that we want to set a number of custom fields
based on the type of query. For example, if they take a call regarding
a faulty printer, we need RT to then present another custom field so
that we can describe the printer fault.
Class of report: Printer fault
Printer fault : Paper jam / toner low / out of paper / it’s on fire!
We only want to see the printer fault custom fields for printer faults.
Equally, we want other groupings with subsequent options along these
Is anyone doing this or something similar? I could do this with a
seperate web page, but I’m wondering if this is this the "Right way™"
to do it, or is there a better and more suitable way?
Thanks for a great product Jesse!
Version information is:
Fedora Core 3
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