[rt-users] N-Central with Request Tracker for Incident Response (RTIR)

Stephen Switzer steve at sbsroc.com
Sun Nov 6 16:02:46 EST 2016

For anyone who it may help:
    We use request tracker for ticketing and have had N-Central 
installed for about a year. While N-Central can send an email to any 
ticketing system, its much nicer to have full integration so we can see 
the complete ticket information from N-Central, auto open and close are 
available features, etc.

    I asked on another list a while back if anyone had an installation 
of Help Desk Manager I could experiment with to simulate the API. I 
finally succeeded on my own and have a working model by adding code to 
the RT server which intercepts calls to 
/helpdesk/WebObjects/Helpdesk.woa/rs/* and sends them to PHP code that 
simulates the Help Desk Manager API. I chose PHP since I could code 
faster and already wrote a REST API there before. N-Central thinks it's 
talking to Help Desk Manager and happily integrates.

    I'm planning to open source the code when its more stable and 
configurable. It should work for anything that supports HDM. Is there 
anyone else in the list that could benefit from this integration? Anyone 
else use an RMM that supports HDM, but prefer to use RTIR?

Sent from Nine <http://www.9folders.com/>

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