[rt-users] Alternative Ticket Creation

[Roland, Ryan M]

That's exactly what we were considering at first.  However, since we are
not in charge of the university wide email system there are basically
two concerns we have with that setup.  Firstly, is latency.  If someone
submits a request form, it may be minutes (or in bad times, hours)
before that request email gets through to the RT box.  Secondly is error
checking.  It's much more straightforward and simple to check for a
return value of 1 from a command-line script than to have to catch and
handle an email bounce.  Also, since our web form front-end is on the
same box as the RT instance, it'd be simple, immediate and easy to catch
errors if we could pass the form data to a command line script which did
the same basic job as rt-mailgate.  In fact, we've considered using
this, but haven't figured out the details of directly calling
rt-mailgate yet and wondered if there was something already created that
wouldn't expect an email format and would be fine with a simple text
file.

Any thoughts?

Either way, thanks Ken for the confirmation that our first inclination
was at least feasible.


Thanks,




Ryan Roland

Application Developer
Information Technology
Division of Recreational Sports
Indiana University

812.855.9617
rmroland at indiana.edu


-----Original Message-----
From: Ken O'Driscoll [mailto:rt-lists at ieinternet.com] 
Sent: Monday, November 01, 2004 04:59
To: Roland, Ryan M
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Alternative Ticket Creation

On Sat, 2004-10-30 at 00:04, Roland, Ryan M wrote:
> If we want to create our own front-end form, is there a command line
> script (or whatever) we can call and pass the data to create the
ticket?
> 
[ ...snip...]

Hi Ryan,

We had the same requirements when we first moved to RT.  We found that
the simplest way was to have a standard HTML form which tied into a
little PHP to send an email to the queue address.

We use the PHP mail function like this:

mail($queueaddress, $subject, $message, $from);

Providing that you can get the requestor to enter their email address in
the form, you can make the email to RT to appear to come from them and
thus they get an RT ticket created message.

In our environment, we have them put in their name also and build the
$from like this:

$from = "From: $email ($name)";


I hope this make sense, I haven't had my coffee yet!

 - Ken.



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