12/02/2009 2744 views
I would like to set up helpdesk to when a user creates a new ticket the “Machine” is defaulted to the computer name they are creating the ticket from, but have the ability to change it if they need to, like “Submitter” is set up.
Speaking of “Submitter”, I need to create a custom field “Name” and have it default as “Submitter” does, defaults to login user, but can be changed.
Also, is it possibly to have a ticket be seen by two different users when they login?
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Machine will default to the computer that is tied to the username of the submitter based on inventory tracking the last logged in user. There is an enhancement request about having it default based on IP of the current session. I would call support to have your "vote" added to that enhancement.

You can create a custom field that is a list of users in the kbox but you will have to use a ticket rule to give it a default value.

You cannot have a ticket seen by two different users (read:submitters). You would have to give them a shared login or something. You can put the other user on the cc list and they will receive email notifications on it. I could not find an enhancement about this which surprised me. If you open a ticket we can sort that out too.
Answered 12/03/2009 by: GillySpy
7th Degree Black Belt