Best ways to create a web based ticket submissionwithout login?

I hate to beat a dead horse but…couldn’t you just set up a simple mail server (sendmail, postfix) just for your RT use, which would not touch the outside world? Then you can do the command by mail things which have been previously mentioned.From: rt-users-bounces@lists.bestpractical.com on behalf of Thierry Thelliez
Sent: Thu 8/30/2007 5:59 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Best ways to create a web based ticket submissionwithout login?

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
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I had to make a simular form locally.

I used Perl CGI to generate the basic form.
I used RT;, RT::Ticket, RT::Current_user and RT::Interface::CLI; to
create the ticket.

The cgi script is fairly simple. If there are no parameters, print the
form. Otherwise, marshel the arguments and create a ticket.

Here are the basics of my ticket creation. Good luck.

#($q is my Perl CGI object)

my $CurrentUser = new RT::CurrentUser();
$CurrentUser->LoadByName( ‘your rt username for CGI tickets’ ) ;
my $ticket = new RT::Ticket($CurrentUser);
my $ticket_body = MIME::Entity->build(Data => $COMMENT,
Type => ‘text/plain’);

my %ticket_vals = ( Queue => ‘Your default queue’,
Subject => “$value from form” ,
Owner => “$optional name”,
Requestor => ‘Could be the cgi user or as entered from form’,
InitialPriority => ‘11’,
FinalPriority => ‘20’,
MIMEObj => $ticket_body,
‘CustomField-7’ => $CGI_VALUE1 ,
‘CustomField-8’ => $CGI_VALUE2 ,
);

my ($id, $transaction_object, $err) = $ticket->Create(%ticket_vals);

if( $id == 0 )
{
print STDERR $err . “\n” if $err;
print $q->h3( “Error saving your ticket.” ) ;
print $q->h3( “Please contect the helpdesk with the bellow error
message.” ) ;
print $q->h3( $err ) ;
}
else
{
print $q->h3( “Your tiket has been successfully saved.” ) ;
print $q->h3( “Your ticket number is $id.” ) ;
print $q->h3( “Thank you.” ) ;
}-----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 2:51 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Best ways to create a web based ticket
submissionwithout 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
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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