[rt-users] Alternative Ticket Creation

[Ramon Kagan]

If the form is on the same box as RT, then why would it take so long to
get through mail??  Why don't you configure the form to go to the
localhost directly?  In any case, you can use rt-mailgate at the command
line.

/path-to/rt-mailgate --url http://<URL> --queue
general --action <action desired> < form_info

Read the test components of the rt-mailgate perl script.

Ramon Kagan
York University, Computing and Network Services
Information Security  -  Senior Information Security Analyst
(416)736-2100 #20263
rkagan at yorku.ca

-----------------------------------   ------------------------------------
I have not failed.  I have just	       I don't know the secret to success,
found 10,000 ways that don't work.     but the secret to failure is
				       trying to please everybody.
	- Thomas Edison				- Bill Cosby
-----------------------------------   ------------------------------------

On Mon, 1 Nov 2004, Roland, Ryan M wrote:

> 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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