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A ticket will always have an associated Requestor. The ticket can display 8 data points if they are configured on the User Record. Public requestors displayed as read only on a ticket follow a slightly different structure.
Requestor Data Card on a Ticket
These are the 8 possible pieces of data that can be displayed on the ticket if configured for the selected user or customer:
- First and Last Name
- Defaulted Priority with "my work" color association (the example above is using a value of "High")
- Alert Email Address
- Preferred Phone Number
- Location
- Title
- Organization
- Organizational ID
Read Only Public Requestors:
IF a ticket is submitted by a Public Requestor and your configurations are set to enter the requestor as Read Only; the data displayed will be:
- First and Last Name
- IP Address from submission
- Email address
Notes:
- Clicking on the First/Last Name will open the User record to view other mapped values
- Clicking the Location name will open the Location Object to view further associated data
- Leaving any of these values un-mapped will remove them from the requestor card
- Due to system requirements for a person record, the minimum data that will displayed will be First/Last Name and Alert Email Address
- Preferred phone number is selected on the user record from the standard user fields of Work, Home, Mobile, Fax, Pager, Other