Additional operations for Resolve function

RT Developers
1

Hi

I’m new to RT - I’ve just joined a IP Support who use RT1.

Could someone help please.

We currently use a MySQL DB with RT1. We also have a
CRM based application which also uses a MySQL DB. These
are separate DB’s and we want to keep them as such. However,
we would like to be able to include references (TicketIds) to
resolved tickets in the CRM DB. So effectively, when the RT1 user
clicks “Resolved” we would like to be able to modify the operation
to include an additional function of updating our CRM database
as well as the RT DB. The problem is that for RT1, the “Resolve”
operation is compiled C/CGI rather than Perl so we can’t get to
modify it.

Thanks

Andy

Andy Haigh
Product Development Manager
Tel: 00 44 (0) 161 279 8705
Fax: 00 44 (0) 161 232 8333
E-mail: AndyHaigh@ipsupport.co.uk
Web site: www.ipsupport.co.uk
IP Support SUPPORTING THE INTERNET GENERATION
10 Pencroft Way, Manchester Science Park, Manchester, M15 6JJ, UK

Looking for Virtual ISP software? Click here.
www.ipsupport.co.uk/HTML/titan.htm
Looking for a low cost dedicated server? Click here.
www.ipsupport.co.uk/HTML/athene.htm

2

as well as the RT DB. The problem is that for RT1, the “Resolve”
operation is compiled C/CGI rather than Perl so we can’t get to
modify it.

Er, no, it’s not; RT1 is all Perl, except for the suid wrapper. In
particular, you want “sub resolve” in lib/rt/database/manipulate.pm.

brandon s. allbery [os/2][linux][solaris][japh] allbery@kf8nh.apk.net
system administrator [WAY too many hats] allbery@ece.cmu.edu
electrical and computer engineering KF8NH
carnegie mellon university [“better check the oblivious first” -ke6sls]

3

You may want to consider moving to RT2, where it’s easy to drop in
pluggable actions that take place on commit, or on other updates.On Mon, Jan 14, 2002 at 08:43:54AM +0000, Andy Haigh wrote:

Hi

I’m new to RT - I’ve just joined a IP Support who use RT1.

Could someone help please.

We currently use a MySQL DB with RT1. We also have a
CRM based application which also uses a MySQL DB. These
are separate DB’s and we want to keep them as such. However,
we would like to be able to include references (TicketIds) to
resolved tickets in the CRM DB. So effectively, when the RT1 user
clicks “Resolved” we would like to be able to modify the operation
to include an additional function of updating our CRM database
as well as the RT DB. The problem is that for RT1, the “Resolve”
operation is compiled C/CGI rather than Perl so we can’t get to
modify it.

Thanks

Andy

Andy Haigh
Product Development Manager
Tel: 00 44 (0) 161 279 8705
Fax: 00 44 (0) 161 232 8333
E-mail: AndyHaigh@ipsupport.co.uk
Web site: www.ipsupport.co.uk
IP Support SUPPORTING THE INTERNET GENERATION
10 Pencroft Way, Manchester Science Park, Manchester, M15 6JJ, UK

Looking for Virtual ISP software? Click here.
www.ipsupport.co.uk/HTML/titan.htm
Looking for a low cost dedicated server? Click here.
www.ipsupport.co.uk/HTML/athene.htm

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