This discussion has been locked. The information referenced herein may be inaccurate due to age, software updates, or external references.
You can no longer post new replies to this discussion. If you have a similar question you can start a new discussion in this forum.

Lookup and prefill based on Active Directory?

FormerMember
FormerMember

Is it possible to know who a user is based on their AD lookup and prefill certain custom fields?

I guess another way to ask the question is...:

Is there a way to map fields from AD to custom fields on the ticket?

  • I think the problem is that there are separate Custom Fields for the Client & Custom Fields for Tickets. You can map Client Custom Fields to AD attributes (in AD/LDAP Connections> Attribute Mappings), but these would only show up on the Client tab, not populated into the Ticket details, which is what I think you want to achieve.


    However, you might be able to do it indirectly with action rules- you can use Client Custom Fields as criteria to modify a ticket using an Action Rule so while it's a bit messy you could maybe do something with that?