Communication between RT and other ticketing systems

RT Users
1

Hello,

I’m interested in implementing RT and before starting I would like to know
if someone would care to share some ideas or experiences in linking RT with
some other ticketing systems.
In this case I would need to be able to send some tickets from RT to a
Mantis system.

I was not able to find my answer online, any idea or link to documentation
is welcome.
Thanks
View this message in context: http://old.nabble.com/Communication-between-RT-and-other-ticketing-systems-tp31113332p31113332.html

2

The main way we have integrated RT with other ticket systems is using
email between the systems. This can take some careful config of
notifications, mainly to keep from creating loops that will keep
spawning new tickets or reopening resolved ones. It has worked well with
3 different external vendors each running different systems.

DallasOn Thu, 10 Mar 2011, bastien_ wrote:

Hello,

I’m interested in implementing RT and before starting I would like to know
if someone would care to share some ideas or experiences in linking RT with
some other ticketing systems.
In this case I would need to be able to send some tickets from RT to a
Mantis system.

I was not able to find my answer online, any idea or link to documentation
is welcome.
Thanks

View this message in context: http://old.nabble.com/Communication-between-RT-and-other-ticketing-systems-tp31113332p31113332.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

3

1- I have my RT talking to another RT bidirectional using REST
2- It also talks to a windows based ticketing system via web services (soap on my RT end and .net service at the destination) – The soap interface is something I’ve done here and very customised to our needs
3- It also talks to another couple of ticketing systems via email.

So you take your pick of whatever method of comms you like, as I understand it Mantis have built in soap support , so you can build your own soap client from RT etc.

Roy

4

Bastian,

We have created an interface between RT and Daptiv. Reason, We use Daptiv
for very large projects and upper, upper management likes to see
projections, etc. that RT doesn’t provide. Soooo, I wrote a daily interface
(cron-SQL) that takes the time worked from all RT ticket transactions for
tickets with a Custom Field identifying the Daptiv Project ID and creates a
record to be sent to Daptiv. Our Web connection to Daptiv is via cloud, but
they have a batch interface that they allow customer’s to use for a fee
(DUH). That’s how we do it.

Kenn
LBNLOn Thu, Mar 10, 2011 at 4:04 AM, Raed El-Hames < Raed.El-Hames@daisygroupplc.com> wrote:

1- I have my RT talking to another RT bidirectional using REST
2- It also talks to a windows based ticketing system via web services (soap
on my RT end and .net service at the destination) – The soap interface is
something I’ve done here and very customised to our needs
3- It also talks to another couple of ticketing systems via email.

So you take your pick of whatever method of comms you like, as I understand
it Mantis have built in soap support , so you can build your own soap client
from RT etc.

Roy

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-
bounces@lists.bestpractical.com] On Behalf Of bastien_
Sent: 10 March 2011 10:40
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Communication between RT and other ticketing systems

Hello,

I’m interested in implementing RT and before starting I would like to
know
if someone would care to share some ideas or experiences in linking RT
with
some other ticketing systems.
In this case I would need to be able to send some tickets from RT to a
Mantis system.

I was not able to find my answer online, any idea or link to
documentation
is welcome.
Thanks

View this message in context:
http://old.nabble.com/Communication-between-
RT-and-other-ticketing-systems-tp31113332p31113332.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.