Best ways to create a web based ticket submission without login?

How would you create a web form that will be used by users that do not
have an RT account?

The self service interface is simple but I need something even
simplier: users fill a form and press submit. That’s all. No
authentication, No ticket list. On the form they should fill several
custom fields including a way to identify them back (name, email). The
only thing they need to see is a ticket submission page.

Behind the scene this form will populate an RT ticket for a predefined
queue and another group of users will process the requests/tickets.

How should I get started with these requirements?

Thanks,
Thierry Thelliez

Thierry Thelliez wrote:

How would you create a web form that will be used by users that do not
have an RT account?

The self service interface is simple but I need something even
simplier: users fill a form and press submit. That’s all. No
authentication, No ticket list. On the form they should fill several
custom fields including a way to identify them back (name, email). The
only thing they need to see is a ticket submission page.

Behind the scene this form will populate an RT ticket for a predefined
queue and another group of users will process the requests/tickets.

How should I get started with these requirements?

Thanks,
Thierry Thelliez

Why don’t you just have the webpage backed to sending an email into your
ticketing system?

if that doesn’t work why not use the RT command line interface? Try ‘rt
help create’

.r’

Hi Thierry,

As Robert suggested, let your web app validate the data and then send RT a
formatted e-mail.

If you need to track data using custom fields, write an On Create scrip
that parses the e-mail (easy, because it’s in your defined format) and
fills in your custom fields. If you don’t have custom fields, you probably
don’t even need any custom scrips. If that’s all the automation you need
and you don’t want the user to be able to access the ticket using RT, it’s
very simple.

Regards,
Gene

At 12:51 PM 8/30/2007, Thierry Thelliez wrote:

How would you create a web form that will be used by users that do not
have an RT account?

The self service interface is simple but I need something even
simplier: users fill a form and press submit. That’s all. No
authentication, No ticket list. On the form they should fill several
custom fields including a way to identify them back (name, email). The
only thing they need to see is a ticket submission page.

Behind the scene this form will populate an RT ticket for a predefined
queue and another group of users will process the requests/tickets.

How should I get started with these requirements?

Thanks,
Thierry Thelliez


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Thanks all for your answers.

The email solution is not an option at this point because we only use
the Web Interface (to avoid spam we have no inbound email server).

The command line approach (REST like?) seems promising although I
could not yet figure out how to create a new ticket for a given queue
with custom fields. Has someone a code example? Reading the 'bin/rt’
code, it seems that there are some files and environment variables to
set but I did not see anything about specifying a queue.

Creating a CGI will probably work but I would have preferred letting
RT manage the Custom Fields layout and logic (required fields).

Thierry

You should create a webform then generates and sends an email to the correct
queue in your RT system. If you want other fields filled in you can use the
commandByEmail extension to have RT fill in all the extra fields you want
through the email.

-Jeff-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Thierry
Thelliez
Sent: Thursday, August 30, 2007 3:51 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Best ways to create a web based ticket submission
without login?

How would you create a web form that will be used by users that do not
have an RT account?

The self service interface is simple but I need something even
simplier: users fill a form and press submit. That’s all. No
authentication, No ticket list. On the form they should fill several
custom fields including a way to identify them back (name, email). The
only thing they need to see is a ticket submission page.

Behind the scene this form will populate an RT ticket for a predefined
queue and another group of users will process the requests/tickets.

How should I get started with these requirements?

Thanks,
Thierry Thelliez
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