One Mailadress, many People?

Rhuen

Hy there,i hope you know what i mean.I will use this Ticketsystem in a local Network for IT-Help. No Customers from Outside.So the problem is that there are ~10 PC's but +50Workers.Every PC has 1 Mail adress example:PC1 - workstation1@example.comPC2 - workstation2@example.com...The Mail Acc's are PC binded, all Users that Login on PC1, have workstation1.But when i create a ticket with:Name: Test1Mail: workstation1@example.comand 1 Hours Later, the Person change on this PC and create a ticket with:Name: Test2Mail: workstation1@example.comI see the Name Test1. Not Test2.Can i configure this that every ticket, names, and mails are single handled?Or i must say to the Users:Please write your tickets in Name with your Workstationsname, and in the Ticket-Text your Name.Thats working, but not so nice :).I hope the community understand what i mean.Thx and greetsRhuen

ntozier

You cannot do exactly what you are asking via the ui at this time.A clients email address is their email address and a unique identifier.

It's coupled with a name. They can open as many tickets using their email address. If Joe Doe's email address is joe.doe@email.com

he can open tickets. If his brother John accidentally types his

brothers email address he can open a ticket as him too. But the name

will still be Joe Doe.

osTicket is moving towards distinct user (client) accounts similar to

how it currently handles distinct staff accounts. Staff do not have

multiple names, neither do users. If you do not want to use one email per staff

you can always add an additional field using the dynamic forms. This

field could hold "Site Contact" or "Staff name" something similar and users would

have to fill it out when they open a ticket.

Rhuen

Ok..damned :(.So is it possible to add a Custom Field?I dont see a Option like this? And can i rename some fields?Then i would rename "Fullname" to "Workstation" and a Custom Field like Username.Then can a user create a ticket with:Workstation: PC1E-Mail: PC1@example.comUsername: UsernameThis is possible ? When i understand your text right.But where can i add a Custom Field in the Ticket view?!

ntozier

Go to Admin panel -> Manage -> Forms -> Ticket DetailsAdd any fields you want.

Rhuen

Thx a lot :-).

ntozier

You're very welcome. Since it seems that your issue has been resolved via work around I am going to close this thread. Please feel free to post again if you have another question. :) Have a great weekend!