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

Mon Nov 14 17:01:47 EST 2016

Adam (and all),

    I just committed the first public release of code that allows RT (or 
RTIR) to be used with N-Central.

https://github.com/sbsroc/RTIR_WHD_API

    I welcome any testers, and invite anyone that know the markup 
language for the readme file to make it look better. It's quite ugly. 
I'm also not sure if the descriptions are enough for someone to get it 
working, or if I left anything out.

I hope this is useful to someone, and good luck with it!

-- 

Best regards,
Steve

Stephen H. Switzer
President & Chief Technical Consultant

steve at SBSroc.com <mailto:steve at sbsroc.com>

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+1 (585) 298-9420 *Ext:* 7001
+1 (585) 202-8312

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+1 (585) 625-0020

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The ASCII Group Xorcom Certified Dealer

On 11/06/2016 07:30 PM, Adam Thick wrote:
> Hi Steve,
>
> we have a similar situation but had been considering moving to Help 
> Desk Manager from RT. I’d be very interested in hearing more.
>
> Cheers,
>
> Adam T.
>>
>> On 7 Nov 2016, at 8:02 AM, Stephen Switzer <steve at sbsroc.com 
>> <mailto:steve at sbsroc.com>> wrote:
>>
>> 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/>
>>
>>
>> ---------
>> RT 4.4 and RTIR training sessions, and a new workshop day! 
>> https://bestpractical.com/training
>> * Los Angeles - January 9-11 2017
>
>
>
> ---------
> RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training
> * Los Angeles - January 9-11 2017

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