Searching for tickets belonging to same company/customer

Hi all,

we’re using RT 2.0.11.

Our problem is, that we in most cases open tickets manuelly, while
telephoning with the customer. By doing this, the requester field gets
filled with our eMail-Adress and not with that of the customer. This is ok,
because we do not want to send our remarks in the RT to the customer at
this point.

The pointis now, that we have no fast possibility to get an overview, if
there are more open tickets regarding this customer. To get this
information we must do a fulltext search over the system to find tickets
with the name of the organisation of the customer in it. But that is in no
appropriate way possible while talking to our customer.

I’m searching for a possibility to enter a customer name or something befor
or while generating a new ticket, so that I get all other open tickets
displayed while talking and entering the information concerning the new
problem into the ticketsystem. So, for example, I could jump to another
existing ticket, which has something to do with the customer.

How do you handle things like that?

I probably will not extend the code manually, because I want the
possibility to update the rt-system in the future.

Thank you very much in advance for your tips and comments,

Dennis Breithaupt
pelion XII AG
Hannover, Germany

Hi all,

we’re using RT 2.0.11.

Our problem is, that we in most cases open tickets manuelly, while
telephoning with the customer. By doing this, the requester field gets
filled with our eMail-Adress and not with that of the customer. This is ok,
because we do not want to send our remarks in the RT to the customer at
this point.

Hrm. I’m inclined to think you’re solving this wrong twice. :slight_smile: You
don’t need to send remarks to the customer when a ticket is created
(just don’t have an OnCreate scrip for that), so ignore that
justification.

With that ignored: I’ve got a very hackish patch which creates a “New
call” button beside “Create ticket”. It prompts you to select an
existing user or choose a new one before taking you to the usual
create-ticket screen with the Requestor prefilled.

Let me know if you want it.

-Rich

Rich Lafferty --------------±----------------------------------------------
Ottawa, Ontario, Canada | Save the Pacific Northwest Tree Octopus!
http://www.lafferty.ca/ | http://zapatopi.net/treeoctopus.html
rich@lafferty.ca -----------±----------------------------------------------

I am in the process of setting up RT 2.0.13 for production but had this
dilemma when evaluating 2.0.12. Our solution was to setup a Queue for each
customer. This way when you enter a ticket you have to choose the Queue
(customer) to create the ticket in. When you do a search you can choose the
Queue (Customer) from one of the dropdown boxes.

Perhaps another way is to setup keywords with your customer name. You would
need to add the keyword after the ticket is created, but it’s another
option. When you do searches, the keyword becomes an optional search
parameter.

Perhaps these aren’t the best ways of doing this, especially since you have
already established your system, but it seems as if it will work for us.
This of course might make configuration a little more cumbersome depending
on your situation.

Hope this helps.

-Jim Ficarra

Date: Wed, 12 Jun 2002 15:18:39 +0200
To: rt-users@lists.fsck.com
From: Dennis Breithaupt dennisb@tetaworx.de
Subject: [rt-users] Searching for tickets belonging to same
company/customer

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