Auto fill in new tickets

[melingrew]

.Hi,

Using ServiceGrid, is it possible to automatically fill in address data from existing users when creating a new ticket?

Thanks,

Mark

[mspannla · Accepted solution]

Hi Marc

First of all: Yes it is possible. It depends on how this ticket is created.

If a ticket is created via a bridge there is a built in automatism. Each ticket has 3 sets of fields where address data can be stored:

 - Caller

 - Contactperson

 - CallerHelpDesk

If you you do not provide a LastName and if you provide a ShortName and/or a PIN the system tries to find a user with this data and fills the address fields with the data of this user.

If more than one user can be found the system uses the first it could find. So be careful when creating and maintaining users.

If you create a ticket via an online interface (SD2 or Portal) you can configure a DetailButton in the mentioned Calldetail for address fields where you directly can search in the user table.