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

[Joe Harris]

Ahh. I see what you're asking now. Wish I could offer more. 

Sent from my mobile device. 

On Feb 6, 2012, at 7:34 AM, Jim Lesinski <jim.lesinski at gmail.com> wrote:

> 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();
>> }
>> ?>