[rt-users] Alternative Ticket Creation

[Roland, Ryan M]

The reason we're looking at this option is that mail here at the
university is handled outside our control and our group is unfamiliar
enough with it that we cannot be sure of how things function.  So we are
looking at direct access since we're on the local box anyway.

 

I have tested the use of the CLI rt and it seems to work very well for
the majority of our needs.  However, the documentation on it is sparse
and there are two questions that I'm running into.

 

 

1) Can you set custom fields through this interface?

 

I have tried adding the following to the ticket data file: 

 

cf_fieldname: value

 

I've also tried to use the 'set' action with the rt command as follows:

 

cat ticket_data | rt create -t ticket -i set cf_fieldname=value

 

Neither of those seem to work.

 

 

2) How can a non-user create a ticket through this interface?

 

We have it setup so that everyone can create a ticket and it uses the
email address as the username with no passwd.

 

So I tried 

 

export RTUSER=email at address.com

export RTPASSWD=

export RTSERVER=http://rt.web.server.addr/

 

Before running rt, but it complained of an incorrect username or
password.

 

 

 

Any suggestions would be helpful.

 

Thanks,

 

 

 

 

Ryan Roland

 

Application Developer

Information Technology

Division of Recreational Sports

Indiana University

 

812.855.9617

rmroland at indiana.edu

 

-----Original Message-----

From: Ramon Kagan [mailto:rkagan at yorku.ca] 

Sent: Monday, November 01, 2004 09:10

To: Roland, Ryan M

Cc: rt-users at lists.bestpractical.com

Subject: RE: [rt-users] Alternative Ticket Creation

 

If the form is on the same box as RT, then why would it take so long to

get through mail??  Why don't you configure the form to go to the

localhost directly?  In any case, you can use rt-mailgate at the command

line.

 

/path-to/rt-mailgate --url http://<URL> --queue

general --action <action desired> < form_info

 

Read the test components of the rt-mailgate perl script.

 

Ramon Kagan

York University, Computing and Network Services

Information Security  -  Senior Information Security Analyst

(416)736-2100 #20263

rkagan at yorku.ca

 

-----------------------------------
------------------------------------

I have not failed.  I have just            I don't know the secret to
success,

found 10,000 ways that don't work.     but the secret to failure is

                               trying to please everybody.

      - Thomas Edison                     - Bill Cosby

-----------------------------------
------------------------------------

 

On Mon, 1 Nov 2004, Roland, Ryan M wrote:

 

> That's exactly what we were considering at first.  However, since we
are

> not in charge of the university wide email system there are basically

> two concerns we have with that setup.  Firstly, is latency.  If
someone

> submits a request form, it may be minutes (or in bad times, hours)

> before that request email gets through to the RT box.  Secondly is
error

> checking.  It's much more straightforward and simple to check for a

> return value of 1 from a command-line script than to have to catch and

> handle an email bounce.  Also, since our web form front-end is on the

> same box as the RT instance, it'd be simple, immediate and easy to
catch

> errors if we could pass the form data to a command line script which
did

> the same basic job as rt-mailgate.  In fact, we've considered using

> this, but haven't figured out the details of directly calling

> rt-mailgate yet and wondered if there was something already created
that

> wouldn't expect an email format and would be fine with a simple text

> file.

> 

> Any thoughts?

> 

> Either way, thanks Ken for the confirmation that our first inclination

> was at least feasible.

> 

> 

> Thanks,

> 

> 

> 

> 

> Ryan Roland

> 

> Application Developer

> Information Technology

> Division of Recreational Sports

> Indiana University

> 

> 812.855.9617

> rmroland at indiana.edu

> 

> 

> -----Original Message-----

> From: Ken O'Driscoll [mailto:rt-lists at ieinternet.com]

> Sent: Monday, November 01, 2004 04:59

> To: Roland, Ryan M

> Cc: rt-users at lists.bestpractical.com

> Subject: Re: [rt-users] Alternative Ticket Creation

> 

> On Sat, 2004-10-30 at 00:04, Roland, Ryan M wrote:

> > If we want to create our own front-end form, is there a command line

> > script (or whatever) we can call and pass the data to create the

> ticket?

> >

> [ ...snip...]

> 

> Hi Ryan,

> 

> We had the same requirements when we first moved to RT.  We found that

> the simplest way was to have a standard HTML form which tied into a

> little PHP to send an email to the queue address.

> 

> We use the PHP mail function like this:

> 

> mail($queueaddress, $subject, $message, $from);

> 

> Providing that you can get the requestor to enter their email address
in

> the form, you can make the email to RT to appear to come from them and

> thus they get an RT ticket created message.

> 

> In our environment, we have them put in their name also and build the

> $from like this:

> 

> $from = "From: $email ($name)";

> 

> 

> I hope this make sense, I haven't had my coffee yet!

> 

>  - Ken.

> 

> 

> 

> --

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> 

> 

> _______________________________________________

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> 

> Be sure to check out the RT wiki at http://wiki.bestpractical.com

> 

> 

 

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