[rt-users] web form ticket creation with customized fields

[ESantelices at ibill.com]

Could you provide your script to get a better idea.

-----Original Message-----
From: Mark Stosberg [mailto:mark at summersault.com] 
Sent: Monday, September 15, 2003 6:35 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] web form ticket creation with customized fields


Hello,

We're working setting on a web form that will submit new tickets into RT.
Part of the project spec includes some additional fields, which I believe
hamper us from simply creating an e-mail based ticket that gets created.

We are also collecting address and phone number information for the
submitor, as well as some fields which are custom to our queue. I'm
interested to know how others might have solved this, or ideas you have for
this case.

Here's what I'm thinking is a possible solution:

1. First we create a user just for the purpose of submitting these kinds of
tickets.

2. Using the WWW::Mechanize perl module (which works like a web browser), we
login as our user, and create the ticket in RT'ss web-based interface,
setting the requestor field to the e-mail address the user gave, as well as
the custom fields.  

We could first search to see if this user exists. If not, the user could be
created, with the additional fields filled in.  If the user already exists,
I'm not inclined to automatically update their record.

3. Once the ticket is created, (still using WWW::Mechanize), we notice  
the ticket number and proceed to update it, populating any fields that
weren't available in the ticket creation process. (I'm not sure what these
would be.)

Thanks for any suggestions

	Mark

-- 
 . . . . . . . . . . . . . . . . . . . . . . . . . . . 
   Mark Stosberg            Principal Developer  
   mark at summersault.com     Summersault, LLC     
   765-939-9301 ext 202     database driven websites
 . . . . . http://www.summersault.com/ . . . . . . . .

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm


**********************************************************************
This email and any files transmitted with it are confidential and
intended solely for the use of the individual or entity to whom they
are addressed. If you have received this email in error please notify
the system manager.
**********************************************************************