[rt-users] rt-4.0.5 - How to populate a custom field using a web service?

[Jim Lesinski]

Hi Joe, that's good information but I am looking to be able to use the web service to populate the autocomplete values for one specific RT CustomField within RT. When you are setting up a custom field the screen even says that you can use a web service to populate the field's values, but I am not sure how to do that and I cannot find documentation.

Thanks,
Jim Lesinski


On Feb 6, 2012, at 7:19 AM, Joe Harris <drey111 at gmail.com> wrote:

>> I am looking at rt-4.0.5 and it seems that you can tie a custom field into a
>> web service.
> 
> I created a PHP web form to try and drive requestors to put in the
> proper information.  What I provided was a drop down box to show
> custom fields pulled from the RT database and then build a email to be
> sent to the queue the user chose.
> 
>> Is there any documentation about using a webservice or does someone have an
>> example of its use? Or if someone has details about doing something like I
>> described above using another method I'd love to hear about that too.
> 
> The following is the PHP code I used to pull the info (billing codes)
> from the customfieldvalues table where the ID of the custom field I am
> using is 1.  Since this is a field that has a parent/child
> relationship, this creates an option group heading with the selectable
> fields in the drop down box under each option group.  If you have just
> one field and no relationships, it is much more simple.  This requires
> a database connection string which is in a file outside of my web
> directory.  I know this may not be exactly what you are looking for,
> but the main part you are asking about I believe the part you are
> looking for specifically is down at the end of building the message
> where the custom fields are pushed into the email with commandbymail.
> Note, I found out the custom fields could NOT have any spaces in them
> for commandbymail to function.  I hope this helps and is not too
> confusing.  I am quite sure some of this could be done more
> efficiently.  I am not a developer.  I have a good understanding of
> php, but not always the most efficient way.
> 
> ---connection_file---
> <?php
> $host = "database_server";
> $user = "postgres";
> $pass = "dbpassword";
> $db = "rtdb";
> $conn_rtdb = pg_connect("host=$host dbname=$db user=$user
> password=$pass") or die("Couldn't Connect to $db".pg_last_error());
> ?>
> ---connection_file---
> ---ticket_form---
> <?php
> //set page action based on how the user gets to the page (sendMail or showForm)
> $action = $_REQUEST['action'];
> global $action;
> ---form_code---
> function showForm() {
> include('/path/to/connection_file');
> $getclientproject = pg_query($conn_rtdb, "select name from
> customfieldvalues where customfield=1 order by name")or die("Get
> ClientProject " . pg_last_error());
>        $fields=pg_num_fields($getclientproject);
>        echo "<tr><td>Task Code</td><td><select name=\"taskcode\">";
>        echo "<option value=\"\" selected>Select...</option>";
>        for ($i=0; $i < pg_num_fields($getclientproject); $i++)
>        while ($row = pg_fetch_row($getclientproject)) {
>        for ($f=0; $f < $fields; $f++) {
>        echo "<optgroup label=\"$row[$f]\">$row[$f]";
>        $gettaskcodes = pg_query($conn_rtdb, "select c.name from
> customfieldvalues a,attributes b,customfieldvalues c where
> a.name=b.content and b.objectid=c.id and b.content='$row[$f]' order by
> c.name,c.sortorder")or die("Get Codes ".pg_last_error());
>                $fields=pg_num_fields($gettaskcodes);
>                for ($i=0; $i < pg_num_fields($gettaskcodes); $i++)
>                while ($row = pg_fetch_row($gettaskcodes)) {
>                for ($f=0; $f < $fields; $f++) {
>                echo "<option value=\"$row[$f]\">$row[$f]";
>                echo "</option>";
>                }}
>                echo "</optgroup>";
>                }}
>         echo "</select></td></tr>";
> }
> //end action showForm
> ?>
> ---form_code---
> 
> Then I gather the form data to be pushed into RT as an email.  I use
> the commandbymail plugin to allow fields to be populated via email.
> Then I build the email with PHP code to send to RT:
> 
> ---form_submit---
> <?php
> function sendMail()
> {
> include("/path/to/connection_file");
> // Gather form data... each item that is pulled had its own field in
> the web form
> $to = $_REQUEST['sendto'] ; //whatever queue they chose in a dropdown
> box on the web form
> $from = "$_REQUEST['from_email']" ;
> $project = $_REQUEST['Project'] ;
> $priority = $_REQUEST['Priority'] ;
> $duedate = $_REQUEST['duedate'] ;
> $time = $_REQUEST['time'] ;
> $taskcode = $_REQUEST['taskcode'] ;
> $admincc = $_REQUEST['AdminCC'] ;
> //Get client project from RT database
> $getcp = pg_query($conn_rtdb, "select a.content from attributes a,
> customfieldvalues b where b.name='$taskcode' and b.id=a.objectid")or
> die("Get CP ".pg_last_error());
> $rescp = pg_fetch_row($getcp);
> $cltprj = $rescp[0];
> //create due date timestamp, concatenate fields and clean up strange characters
> $due = $duedate." ".$time ;
> $subjectdetails = pg_escape_string(stripslashes($_REQUEST['SubjectDetails'])) ;
> $body = pg_escape_string(stripslashes($_REQUEST['Body'])) ;
> $subject = $project.":  " . $subjectdetails ;
> //Build data to be pushed into ticket for commandbymail
> $fields = array();
> $fields{"Project"} = "Project";
> $fields{"SubjectDetails"} = "Subject";
> $fields{"Body"} = "Message";
> foreach($fields as $a => $b)
> {
> $bodymessage .= sprintf("%20s: %s\n",$b,$_REQUEST[$a]);
> }
> //Build message headers
> $headers = "From: $from\n";
> $headers .= "Reply-To: $from\n";
> $headers .= "MIME-Version: 1.0\n";
> $headers .= "Content-Type: multipart/related;
> type=\"multipart/alternative\";
> boundary=\"----=MIME_BOUNDRY_main_message\"\n";
> $headers .= "X-Sender: $from\n";
> $headers .= "X-Mailer: PHP4\n";
> $headers .= "X-Priority: 3\n"; //1 = Urgent, 3 = Nmrmal
> $headers .= "Return-Path: <" . $_POST['Email'] . ">\n";
> $headers .= "This is a multi-part message in MIME format.\n";
> $headers .= "------=MIME_BOUNDRY_main_message \n";
> $headers .= "Content-Type: multipart/alternative;
> boundary=\"----=MIME_BOUNDRY_message_parts\"\n";
> //Build message contents
> $message  = "------=MIME_BOUNDRY_message_parts\n";
> $message .= "Content-Type: text/plain; charset=\"iso-8859-1\"\n";
> $message .= "Content-Transfer-Encoding: quoted-printable\n";
> $message .= "\n";
> /* Add custom message, in this case it's plain text.  You could also
> add HTML by changing the Content-Type to text/html */
> $message .= "Due: ".$duedate." ".$time."\n";
> $message .= "Priority: ".$priority."\n";
> if($admincc != 'none'){
> $message .= "AdminCc: ".$admincc."\n";
> }
> $message .= "CustomField.{Client_Project}: ".$cltprj."\n";
> $message .= "CustomField.{Task_Code}: ".$taskcode."\n";
> $message .= "CustomField.{Category}: ".$category."\n";
> $message .= "\n";
> $message .= "$bodymessage\n";
> $message .= "\n";
> $message .= "------=MIME_BOUNDRY_message_parts--\n";
> $message .= "\n";
> //Send message
> $ok = mail($to, $subject, $message, $headers);
> if($ok == 1)
> {
> echo "Your ticket has been sent.";
> }
> else
> {
> print "We encountered an error sending your mail, please notify the RT
> administrator";
> }
> }
> ?.
> //Determine what state the form is in when the user gets to it
> <?php
> switch ($action) {
>  case "send":
>    sendMail();
>    showForm();
>    break;
>  default:
>    showForm();
> }
> ?>