Any Request Tracker users?

[VeeDubbs]

Hi all -

Just installed RT 3.8.2 and it seems to be working fine. I have the e-mail portion working and that seems to be pretty good. I just have a few basic questions on it.

Currently we use an application called Help Trac. At the beginning of every semester we upload all the student/faculty/staff information (name, ID#, office/dorm #, phone #, etc...) in to it. Users then either call the help desk or walk up to the help desk with issues/complaints. The student workers then open Help Trac, do a search for the person, find them and create a ticket for them with all their personal information automatically filling into the ticket.

I do not see a way of doing that in RT. I see the 'Quick Ticket Creation' part on the 'RT at a glance' page. But this seems to be there only when you login -- and then the ticket will be created for whomever logged in. So if Worker A created a ticket for Complainer A -- with this system the ticket will be for Worker A. Am I missing something here? Or does RT take a different approach to ticket creation than our current app does?

Any help or input is much appreciated!!

Thanks!

 

[illumina315]

you may be able to set it in the CustomField default value by using a callback to the user's relevant data. I'm a bit rusty though.

Have you tried the Best Practical forums/wiki?

 

[VeeDubbs]

you may be able to set it in the CustomField default value by using a callback to the user's relevant data. I'm a bit rusty though.

Have you tried the Best Practical forums/wiki?

Thanks.

This may be over my head. But what do you mean by callback? We would enter a username, then the rest of the information would be populated by doing a database lookup?