Adding an asset entry into a ticket field
We are creating an IT-support ticket for the it dept.
We have a field in the ticket where the user phone
number is required.
We have an asset called (company phones), with the phone
number and the user its assigned to.
Is there a way i can auto-populate the "phone number" field in the
ticket with the "phone number" from the asset....... if the "Ticket Submitter"
and the User in the "company phones" asset are the same?
I pray this makes sense.
Community Chosen Answer
Yes, this is possible using a custom ticket rule. It won't populate dynamically, but you can set it up to populate the field when the ticket is saved. Because you are using a custom asset type it is difficult to provide a query for you because the column names in the database are unique to your appliance. It would be much easier if the phone number is also stored in the User data, is it also there?