[rt-users] Keywords thought...

[Jesse Vincent]

You might want to use the RT linking interface with "RefersTo" links
and some custom UI, rather than trying to warp the Keyowrds system like that.
you can define custom handlers to display and lookup the csdinc.com-customers: 
URI scheme


On Wed, Oct 10, 2001 at 03:07:25PM -1000, Steven W. Litras wrote:
> Hi All-
> 
>     I'm somewhat new to RT. I've been playing around with it for a few
> weeks, and I'm planning to implement it both for internal ticket tracking,
> and customer ticket tracking. In order to be able to search a ticket based
> on a customer, I've set up Customer name Keywords for the customer queue.
> First off - if anyone sees a better way to do this, lemme know.
> 
> Secondly, we have an internal database of Customers that I don't really
> wanna duplicate, so I was thinking about seeing if an external callback
> feature could be added into the Keywords capability to allow it to hand off
> Keyword look up, based on where it is in the tree, to an external script.
> For example, if I'm doing a lookup based on the /Customers keyword
> hierarchy, it subs it out to my script, but all other keywords go through
> the normal method. Anybody out there already done this? If people think it
> would be useful, I'd be willing to take a stab at it...
> 
> Thanks,
> Steve
> 
> 



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