[rt-users] CLI issues from Web form

Ace Macleod methos495 at gmail.com
Wed Dec 7 14:39:52 EST 2005

I'm new to this mailing list so please forgive me if I'm a bit ignorant.
Ok, I have an issue with a web form I'm creating for our internal users.
I want to be able to allow internal users (who do not necessarily have
an account on RT)
to be able to send in a request using this form I created on our
intranet to us and automagically generate an RT Ticket.

Now here is what I do:
- I have a form that asks for general information plus a few custom
fields for a request that goes into a pre-specified queue
- I wrote a CGI to handle the request utilizing the CLI modules RT has
within its installation.
- A ticket gets created however, none of the custom fields are
inserted, my due-date isn't set and I get an error on the back-end

[Wed Dec 07 14:13:51 2005] [error] [client] [Wed Dec  7
19:13:51 2005] [error]: Scrip Commit 3 died. - Compilation error at
/usr/local/perl5.8.7/lib/site_perl/5.8.7/Mail/Mailer.pm line 245.,
referer: http://intranet2.detroitk12.org/admin/is/webRequest/
[Wed Dec 07 14:13:51 2005] [error] [client] 
(/opt/rt3/lib/RT/Scrip_Overlay.pm:515), referer:


I've checked my perl installation and the CPAN'd module to make sure
I've got the latest Mail::Mailer perl module.

Here is the code fragment I use when making the CLI call:

my $ticket = new RT::Ticket($CurrentUser);
my $ticket_body = MIME::Entity->build(Data => $body, Type => 'text/plain');
my %ticket_vals = ( Queue => 'Web',
		    Subject => "RT Web Request - $query->{requestSubject}",
		    Owner => 'Nobody',
		    Requestor => $query->{emailAddress},
		    InitialPriority => $query->{priority},
		    FinalPriority => '1',
		    Due => $dueDateTime,
		    'FullName' => $query->{fullName},
		    'Location' => $query->{location},
		    'SiteAddress' => $query->{siteAddress},
		    'PhoneNumber' => $query->{phoneNumber},
		    'FaxNumber' => $query->{faxNumber},
		    'RequestType' => $query->{requestType},
		    'EmailAddress' => $query->{emailAddress},
		    MIMEObj => $ticket_body,
my ($id, $transaction_object, $err) = $ticket->Create(%ticket_vals);

I ripped most of the code off of the CLIBasics chapter in the RT Documentation.

Can anyone help me please?
- Ace Macleod -
"If God has a master plan. That only he understands. I hope it's your
eyes he's seeing through."

More information about the rt-users mailing list