[rt-users] Anyone know of a few enhancements to RT...

John Arends jarends at illinois.edu
Wed Jul 1 10:44:19 EDT 2009

We have a few of these forms. Some are very simple forms that actually 
just send email to RT.

Another one is sort of a hack and uses the RT Perl API which probably is 
not the best way to do things at this point but it works.

Even just using email forms is pretty simple though. We hooked the form 
into our campus authentication system so we get the username, and then 
do an LDAP query so we can fill in a lot of the data and pre-populate 
the form.

icydee wrote:
> John
> This sounds interesting to me. Did you do this as a separate web 
> application that communicates (sends the ticket) to RT via the RT REST API?
> Regards
> Ian
> John Arends wrote:
>> Gary Greene wrote:
>>> I've been trying to get Minerva using RT for a bit now, however I've run
>>> into a few feature requests that my users (read bosses) view as blockers.
>>> Does anyone know of a plug in that would add an address book feature to the
>>> BCC and CC fields when posting a ticket? Also, I need to know if there is a
>>> way to add a drop down to the new ticket creation page to have pre-defined
>>> subjects? This would allow users to select it in the case of a regularly
>>> requested ticket. Thanks in advance.
>> We handled this by creating our own interface for users to submit 
>> tickets rather than having them use the RT interface. It's more user 
>> friendly for non-technical staff anyway.
>> Our form asks the user a bunch of questions and assembles the 
>> information into a ticket.
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John Arends <jarends at illinois.edu>
Network Analyst
College of ACES - ITCS
University of Illinois at Urbana-Champaign

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