Can I display other submitter contact info in my service desk ticket
In this particular queue we have renamed the submitter field to be requestor.
We have imported a number of fields to the users via LDAP
within the ticket I only see certain fields (e-mail, work phone, location). Is there somewhere I can set to see more or different fields within the ticket? (I know I can click on the info icon and see the details, but would like to see them directly in the ticket).
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Posted by:
Hobbsy
8 years ago
The data that you have imported in from LDAP is limited to be displayed on the info icon. You can add some custom fields into the main ticket that then will display the data you want .
The basic example show in the custom ticket area says the following:
"query: select distinct(LOCATION) from USER"
But you can expand out the SQL to be more complex. Let's say you want the Home Phone number to show for the user then the following might work (I haven't tested it apologies)
Query: Select HOME_PHONE From USER Inner Join HD_TICKET On USER.ID = HD_TICKET.SUBMITTER_ID Where HD_TICKET.SUBMITTER_ID = USER.ID'
The basic SQL format stays the same even in the query statement
SELECT what
FROM which tables
WHERE is equal to
Comments:
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Thanks - interesting idea re: the query for the custom field. I have only used the query to provide values for a dropdown custom field. In your suggestion, would I use the select as the default value? - VSwift 8 years ago
