[rt-users] Re: Customers db in RT?

[Gary Holmes]

We have Goldmine, but we don't use integrate it with RT as we only use RT
for internal tickets (we use HEAT for external customers).

However, it strikes me that integrating RT and Goldmine would be fairly
easy. When an email comes in from the mailgate, you'd have the address of
the sender. You could simply lookup a Profile record (RECTYPE = 'P') in the
CONTSUPP table in Goldmine that has the email address in the CONTSUPREF
column. That gives you the ACCOUNTNO that you use to access any other info
in the CONTACT1 or CONTACT2 tables.

You could store the ACCOUNTNO in RT's database and write some custom code
that would link from RT to a web page with the customer info in it. We
already have our own web interface to Goldmine and it works on essentially
that principle. The trick is getting the ACCOUNTNO, the rest is trivial.

Gary

> -----Original Message-----
> From: Johan Kuuse [mailto:kuuse at redantigua.com] 
> Sent: 14 January 2004 15:46
> To: rt-users at lists.fsck.com
> Cc: amiron at osint.net
> Subject: [rt-users] Re: Customers db in RT?
> 
> OK, I'll try to make myself a bit clearer:
> 
> Our current ticketing system, GoldMine includes a table with 
> customers info, i.e. a hotted Customers Address Book.
> I refer to the Address Book when I mention the customers db.
> 
> The "customer feature" I am looking for is, when creating a 
> ticket, associating it not only with an ticket owner, but 
> also with a customer record (i.e. the Address Book) instead 
> of only an email address.  
> I was investigating the raw tables to be sure I did not miss 
> something such as the mentioned "customer feature".
> 
> As I am in the research state I am looking for a ticketing 
> system including an address book.
> It seems hard to find though, so maybe I have start hacking... ;-)
> 
> Best Regards,
> Johan Kuuse
> 
> seph wrote:
> 
> >Johan Kuuse <kuuse at redantigua.com> writes:
> >
> >  
> >
> >>Completely new to RT, I wonder if there is a way to import 
> a customers 
> >>database into RT?
> >>The only table in the RT db I can imaging for customer's use is the 
> >>"Users" table.
> >>But of course I never want the customers to have access to 
> the system...
> >>
> >>The idea is to change our existing ticket system (GoldMine) for 
> >>something better.
> >>The application should manage tickets (managed by  our call 
> center), 
> >>related to a predefined group (our customers).
> >>If RT isn't aimed for this kind of application, I apologize for my 
> >>ignorance.
> >>Then, may you recommend a similar application?
> >>    
> >>
> >
> >I'm confused about what you want. What do you mean the only 
> table in RT 
> >you'd use is "Users" why would you be using the raw sql 
> tables anyhow?
> >
> >As the website says:
> >
> >     RT is an enterprise-grade ticketing system which enables a group
> >     of people to intelligently and efficiently manage tasks, issues,
> >     and requests submitted by a community of users.
> >
> >If you're looking for a ticketing system, to be used in a 
> call center, 
> >RT will do that. If you know perl, it's pretty easily customizable.
> >
> >Lastly what kind of 'customer's db'? Is this a database of users? a 
> >database of tickets? You can certainly import either into rt, but 
> >you're probably going to have to write the import routine if you're 
> >migrating ticket database.
> >
> >seph
> >  
> >
> 
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> 
> Have you read the FAQ? The RT FAQ Manager lives at 
> http://fsck.com/rtfm
> 

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