[rt-devel] RT API

Dmitry S. Rzhavin dima at rt.ru
Tue Nov 21 12:54:13 EST 2000


After a long period of using RT as trouble-ticket-system I feel
that it will be great if I can add some automatic events to RT.
But my programming skills are too low to hack yours code :(. But
I think such ability will be usefull for many people and you can
be so please to add some changes to your code :).
The idea is: when something happends (new mail arrived, someone
added some comments, etc), RT, before adding changes to some
ticket, calls external program and sends it all information about
action. Lets say, someone wish to create new ticket in query "test"
via some interface. RT looks if it have robot for this query.
It is ok if RT looks for ~rt/etc/actions/<query name>.robot, and
calls this program if it exists. So, RT calls etc/actions/test.robot
and sends it information (as parameters, for example):
	new_flag	-- 1 if this message is about to create new request
	id		-- ticket number (planned ticket number for new request)
	operation_code	-- comment/reply/take/resolve
	user		-- RT login, '' if non-member sent message
	current_status	-- 'open' for new request
after calling this program, RT sends it (via pipe, for exapmle) subject
of current ticket (1st string for example, '' if RT is about to create
request), message subject (2nd string, '' if action is not via email),
and text of request then (after all parsing). And then RT waits for
to finish, accepting output from it as commands, like "give <username>",
"status <new status>", "priority <number>", and some additional
commands, like
	drop 		-- forget about this request, just skip id if request was new
	message	<arg>	-- from next line message follows. There must be some
			   terminator at the end of message to allow commands after
			   it, its important.
		<arg> can be one of:
			owner		-- send followed message to owner of ticket
			members		-- send followed message to query members
			requestor	-- send followed message as reply to requestor
			RT		-- place followed message to RT instead of
					   original user's message

It will be even better if you force users to use perl for those scripts
else can people use to process text??? :), and call my code as function,
it all information as parameters (+3 arrays with default messages to
members and requestor) and use returning values as 5 arrays (commands,
to place into RT and 3 replies).

Thats all actually.
Thank you if you are still reading it at least :)

More information about the Rt-devel mailing list