[rt-users] rt & asterisk

[Emmanuel Lacour]

On Tue, Nov 04, 2014 at 02:55:43AM -0800, Shahab Sharifzadeh wrote:
> 
> hi
> good time
> 
> i want to join rt(request tracker) to asterisk by rt-soap-server.pl.
> but i dont no what to do...
> 
> 1- i installed-> SOAP::Lite and MIME::Entity
> 2-after that ,how I run ./rt-soap-server.pl ? And how configure?
> 

rt soap server is rather obsolet, you would better use the REST
interface.

Here we linked asterisk to RT in the following ways:

- our heldesk dialplan ask for a ticket number
- if no ticket number is given, asterisk use RESt to create a new RT
  ticket with the requestor set using caller phone and our ldap
  directory
- if a ticket is found, nothing is done
- once the call hangup, the conversation recorder is added as a comment
  to the previous exisitng or created ticket.


On RT site, we added the ability to call people by a simple link and
component that tell asterisk via IAX to call the number from the sip
attached to the current rt user. Then again the conversation is attached
to the ticket and timeworked updated.


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