[rt-users] Custom field values from external DB

[Yitzchak Schaffer]

Wes:

I'm not sure if we're talking about the same thing, but your suggestion 
gives me an idea:

We have a database of subscriptions we support.  We want to be able to 
associate those records with tickets in RT.  I'm thinking we can simply 
run a regular cron job to sync rows in the CustomFieldValues table with 
the other DB.  (It will also have to delete from ObjectCustomFieldValues 
if we delete from the other DB.) This will avoid our having to poke 
around in the RT code, and also will save us the DB connections, as you 
point out.

Many thanks,

Yitzchak Schaffer
Systems Librarian
Touro College Libraries
33 West 23rd Street
New York, NY 10010
Tel (212) 463-0400 x230
Fax (212) 627-3197
yitzchas at touro.edu


Wes Young wrote:
> Do you need realtime updates? or can you use an action and the 
> "rt-cron" tool to batch update the CF's.
>
> I do something similar for syncing RT to ARS (Remedy).
>
> The cron tool uses a custom search, run's the tickets through some 
> conditions and then uses the "SyncARS.pm" action to pull down the new 
> field values from ARS. Might be a better approach as to not put more 
> connection load on the external databases.
>
> Yitzchak Schaffer wrote:
>> Greetings:
>>
>> Has anyone added custom fields where the choices are taken from a 
>> query against an outside database, perhaps by modifying the RT code?  
>> I didn't see anything about this in the docs, and it didn't seem like 
>> "Include page" in the CF modification screen would be able to achieve 
>> this.  If not, where should I look in the source code - 
>> share/html/Elements/EditCustomField seems like a good starting spot.
>>
>> Thank you very much,
>> -- 
>> Yitzchak Schaffer
>> Systems Librarian
>> Touro College Libraries
>> 33 West 23rd Street
>> New York, NY 10010
>> Tel (212) 463-0400 x230
>> Fax (212) 627-3197
>> yitzchas at touro.edu
>>
>>
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