Request : Additional Account Lookup Field for Ticket Layout
We need to assign 2 separate "Account" fields from the "Account" module on ticket forms. Our use case is as such :
We do reply to our global distributors on tickets and the "Account" field is normally used to mark the tickets based on our distributors' account name. On some cases we are also being informed about the account information of the end-user (the customer) and our distributors request us to handle the tickets based on the end-user's account information because they do service their customers based on specific SLA's.
We also utilize certain SLA like flags based on account information to track our distributors which means that the default "Account" field on ticket layouts is not sufficient to track 2 different accounts on a single ticket.
We would like to be able to record two separate accounts on tickets. The second one won't be handled as the "Main Account" information for tickets and will be occasionally used to record the end-user's account information when it's being reported to us.
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