Ideas

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Customise contact information in ticket view

  • 1.  Customise contact information in ticket view

    Posted 06-03-2019 11:32
    This is probably a very niche case, or maybe I'll be lucky and someone tells me "you can already do it, go here."

    When viewing a ticket and looking at requester/requested for you get four fields:
    Name
    Phone
    Email
    Organization

    For some of our customers it would be useful to also have a "username" box, to tie it directly into serviceaide I'm thinking maybe the Employee ID box on the contact card. They use a system where it's not possible to change the username, short of creating a new account, if someone gets married/divorced or otherwise has a name change.

    It would be handy if that information could be on the screen directly rather than having to click the contact card to bring it up. I was looking at custom attributes as a possible solution but because that's more aimed at the ticket rather than the contact I'm not sure if it could pull that data through?

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    David Shears
    Analyst Programmer
    MNI Services
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