1 Reply Latest reply on Jun 16, 2015 8:15 AM by billypilgrim

    Lookup and prefill based on Active Directory?


      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?

        • Re: Lookup and prefill based on Active Directory?

          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?