[rt-devel] Best practice to add link or custom field

Bart Bunting bart at bunting.net.au
Mon Feb 27 05:55:59 EST 2017


We have been using RT for multiple years and had written our own inhouse
custom module for tracking customers.  It's based on rt 3.6 so very much
out of date. 

We now have a custom built customer portal and need to link RT 4.4 to it.

I have been considering multiple approaches, one is to use a custom
field and the other is to create a RT link type that lets us link tickets
to the external portal.

I know that the custom field approach is well documented and using
categories  I think I can almost achieve what I'm after but not 100%

I want to be able to associate a ticket with multiple customer sites and
then to be easily able to remove them if desired.

The idea would be that you add a new link or custom field value by first
choosing the customer then selecting from a list of their sites.

If I do this with a custom link type as we used to do then I have a
check box that can be used to remove any I no longer want.

I'm not sure how to achieve the same with a custom field.

Firstly, is it possible to do what I want using the existing custom
field infrastructure?

Is it a good or bad idea to do it using a custom link type?

Thanks for any pointers.

I couldn't find any good documentation other than the code on how to
create new link types so thought it may be not considered best practice?

Kind regards

Bart Bunting

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