How to “freeze” data of customer-user for each ticket or even article?

[F.Lux]

Hello everybody, I am in the process of planning to switch a non-profit organisation to a ticketing system from … whatever it is they have now, OTOBO fits the bill nicely (OTRS no longer does, but I digress), and everything is kinda the usual except that in every ticket (or, if possible, even in every article of a ticket) I need to be able to see the data of the customer user at the time of the creation of the ticket/article.

You see, there is information about the (current) project of each customer-user, which I can put in the “comment” of each customer-user, no problem, but if the respective comment is to be changed later (because somebody moves from one project to another), of course, it is no longer visible which project the person was working on at the time the ticket/article was created.

Any ideas?

My first thought was to try to tweak the system somehow that an article is created automatically with that information in it, but there must be a better way.

Greetings, K.

[Renée Bäcker]

You could create Dynamic Fields and write a ticket event module that fills the dynamic field with customer information on ticket create event.

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