raising a call on behalf of another person

[lucy kirk]

Is there a way to create the calls yourself but then make it look as though another person has raised the call??
ie, i get a phone call, so i go into mantis, raise the call, but i'm actually raising the call on behalf of the person on the phone.
thanks

[atrol]

On the bug update page, you can do this by clicking on the label [Edit] which is right beside the name of the reporter. Not very intuitive, but does the job

[tom_glebas]

When I first read the original question, I thought the requested purpose was if the actual reporter (person who placed the call) did not have a mantis account, i.e. an external client. In that case, you can create a custom field for the external client's information.

Before installing mantis, we used a support log tool to track customer problems (hardware as well as software related). With the addition of mantis, we still use that tool for the outward tracking (full customer contact information and contact audit trail), but we use mantis for the internal tracking (who's fixing things and the status). We created a custom field in mantis for the log number from the outward tracking tool. When we update an issue in mantis, we can refer to the link and follow up with the customer, and we don't have to replicate their CRM information from that system within mantis. We modified the mantis code for displaying this custom field so that it actually creates a url that can take us directly to the incident report in the outward tracking tool.

[bettina]

I didn't know this was possible. I would love to try this one for myself.



Regards,
Bettina
Placement financier