Hi,<div><br></div><div>Apart from the user creating the actual ticket, isn't it enough to have the person creating the ticket on your web portal to be listed as the requestor?<div><br></div><div>The only difference is the history log showing that your REST user did the actual registration but all other content should be normal + if the user wrote down his/her e-mail correctly then they'd also receive the AutoReply e-mail.</div>
<div><br></div><div>Though that's all about how you want to view the history log, if having the actual username/e-mail as actioning user for the ticket creating is important then you could try to make all users privileged (imho, not a nice situation if it isn't needed/required), or have your web-app send an e-mail to RT with the requestors e-mail adres in the from field.</div>
<div><br></div><div>But with the last part you'd lose the ability to assign CF's or other values.</div><div><br></div><div>I'm not much of a developer but I'd say those are pretty much your options, where I'd either accept the fact that the REST user created a ticket (with all other values/fields perfectly filled, inc. requestor) or make an interface that sends an e-mail (and maybe combine that with the command by mail function?).</div>
<div><div><div><br clear="all">-- Bart<br>
<br><br><div class="gmail_quote">2011/11/5 Ram Moskovitz <span dir="ltr"><<a href="mailto:ram0502@gmail.com">ram0502@gmail.com</a>></span><br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">
> On Fri, Nov 04, 2011 at 05:37:25PM +0000, Ram Moskovitz wrote:<br>
> > I'm using the REST interface as a gateway between my web-app and RT.<br>
> > It's pretty close to done - the one thing I'm having a problem with is<br>
> > assuming the requestor's identity when adding correspondence. By way<br>
> > of example:<br>
> ><br>
> > 1 User logs in to web-app and fills out a support request form<br>
> > 2 web-app uses REST account to create ticket OBO of user (set's the<br>
> > requestor to be the actual customer's email addres) all the normal RT<br>
> > mails go out to the requestor<br>
> > 3 Any time the user comes to check on the status of their ticket(s)<br>
> > the web-app uses the REST account to query RT and provide a subset of<br>
> > the ticket info back<br>
> > 4 User may then 'add-correspondence' to the ticket via the web-app in<br>
> > which ase the app uses the REST account to add the correspondence to<br>
> > the ticket.<br>
> ><br>
> > The problem is that the correspondence shows that it was added by the<br>
> > REST user - is there a reasonable way around this?<br>
> Not unless you can log in as the user via the REST interface.<br>
> The Perl API allows you to load the ticket as a user and Correspond as<br>
> them.<br>
> I assume our SelfService interface wasn't sufficient for your needs?<br>
> So far you've listed features it has, and it handles Correspondence<br>
> correctly.<br>
> -kevin<br>
<br>
I can have the web-app login as the user via the REST interface in<br>
theory. Currently the users are auto-created and unprivileged - does<br>
that have to change?<br>
<br>
As for using the native RT self-service web interface - I don't want<br>
to frame it with-in my app and I don't want to swizzle my app through<br>
RT.<br>
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</blockquote></div><br></div></div></div></div>