Check a field against the database

fdias

I apologize if this is not the correct forum, but I couldn't find this anywhere.

I have a custom phone number field on my ticket and I would like to check if that number is already on my database. If not then I wouldn't allow the ticket to be open and show a message, if it is already there then I will allow the ticket to be open.

Is there any way to check database values of custom fields?

I appreciate any help.

Thanks.

ntozier

The only way that I can think of to do this would be for you to make a ticket filter (for each phone number)...Or you could use the built in user accounts...

fdias

Thank for the suggestion ntozier. I apologize for my late reply, as I was not notified by email.Anyway, I did not fully understand your suggestion. I intend to check wheter a user is already on my database on the moment they start to open a ticket. It could be email or phone number (a required user information on my custom registration field).Thanks again.

ntozier

Taking a look at this again I dont think that you can use ticket filters easily to do this... (and you would need 1.10rc+ to pull it off).If you have people use built in user accounts (and only allow agents to register accounts for people) then the agent would look for the phone to match it to an existing account when the person calls in

fdias

Yes but still I want to check if the person is registered before allowing him/her to open a ticket.

ntozier

Yes but...If they don't have an account... they aren't registered.If they aren't registered they can't log in. If they can't log in they can't possibly open a ticket.

fdias

Exactly. I'm thinking about a solution at least for now, that I would have a type of ticket that could only be open by phone as you mentioned. I will still have some duplicate users though, but I guess I'll have to live with that.If I could at least make a custom field unique, so I would avoid duplicates it would be nice.Thanks again for your help.