Create standard request forms with RT

RT Users
1

Hello all,

I use RT 3.8.2. People are creating tickets to request things, and
sometimes they forget some details. I would like to create a set of
“standard request forms”, ideally somewhere in RT, that will create
tickets with a summary of the details.

Exemple : request for an DNS entry will create a ticket in the DNS
queue, with me as an owner and with this content :

FQDN: something.bestpractical.com
IP: 10.1.1.1
TTL (optionnal): 3600
Description: new website for something

For example. This is filled in by the user in a form, the ticket can
be created with the rt command line, command by email, or anything
else.

I have more complex requests, for example a request for a new server,
that will create a ticket “new server”, with childs such as “install
physically the server”, “request an IP”, “configure the DNS” etc…
And I’ll consider the server “installed” when all the child will be
resolved.

My problem is which tool can I use to create these forms ? Is there
something for this in RT or should I use something else ?

L.B.

2

It’s not really clear what you need that custom fields don’t satisfy.

Cambridge Energy Alliance: Save money. Save the planet.

3

We use web pages to do this. User goes to DNS request page, fills in form,
php does some sanity-checking on the data, data gets formatted and mailed
to RT, RT creates ticket in DNS queue. Repeat for e-mail aliases, firewall
rules, etc.

Gene

At 10:05 AM 2/13/2009, L B wrote:

Hello all,

I use RT 3.8.2. People are creating tickets to request things, and
sometimes they forget some details. I would like to create a set of
“standard request forms”, ideally somewhere in RT, that will create
tickets with a summary of the details.

Exemple : request for an DNS entry will create a ticket in the DNS
queue, with me as an owner and with this content :

FQDN: something.bestpractical.com
IP: 10.1.1.1
TTL (optionnal): 3600
Description: new website for something

For example. This is filled in by the user in a form, the ticket can
be created with the rt command line, command by email, or anything
else.

I have more complex requests, for example a request for a new server,
that will create a ticket “new server”, with childs such as “install
physically the server”, “request an IP”, “configure the DNS” etc…
And I’ll consider the server “installed” when all the child will be
resolved.

My problem is which tool can I use to create these forms ? Is there
something for this in RT or should I use something else ?

–
L.B.

Gene LeDuc, GSEC
Security Analyst
San Diego State University

4

We use web pages to do this. User goes to DNS request page, fills in form,
php does some sanity-checking on the data, data gets formatted and mailed
to RT, RT creates ticket in DNS queue. Repeat for e-mail aliases, firewall
That’s not the best way to go about this. Either use a customized self-service
interface, enable support for actions by email (so you can set custom fields),
or use the REST interface. The second option will take the least work with your
system, but there are security considerations to consider. See the wiki.

Cambridge Energy Alliance: Save money. Save the planet.

5

I don’t use custom fields because :

  • I don’t want users to log in the self service to create requests
  • I don’t want to create custom fields per queue (especially
    mandatory ones) because the DNS queue can be used to request a new DNS
    entry, but also to report DNS problems or ask anything related to DNS.

We can use web pages, but it’s more or less creating a kind of portal.
Do you have a technology/framework recommendation to do this ?

Thanks!On Fri, Feb 13, 2009 at 7:52 PM, Jerrad Pierce jpierce@cambridgeenergyalliance.org wrote:

On Fri, Feb 13, 2009 at 13:39, Gene LeDuc gleduc@mail.sdsu.edu wrote:

We use web pages to do this. User goes to DNS request page, fills in form,
php does some sanity-checking on the data, data gets formatted and mailed
to RT, RT creates ticket in DNS queue. Repeat for e-mail aliases, firewall
That’s not the best way to go about this. Either use a customized self-service
interface, enable support for actions by email (so you can set custom fields),
or use the REST interface. The second option will take the least work with your
system, but there are security considerations to consider. See the wiki.

–
Cambridge Energy Alliance: Save money. Save the planet.

L.B.

6

I don’t use custom fields because :

  • I don’t want users to log in the self service to create requests
  • I don’t want to create custom fields per queue (especially
    mandatory ones) because the DNS queue can be used to request a new DNS
    entry, but also to report DNS problems or ask anything related to DNS.

We can use web pages, but it’s more or less creating a kind of portal.
Do you have a technology/framework recommendation to do this ?
Your reasons for “not using CFs” do not preclude them. As before,
REST or commands by email. Simply make them optional in RT (not ideal),
and use your front-end to require values as necessary.

7

I don’t use custom fields because :

  • I don’t want users to log in the self service to create requests
  • I don’t want to create custom fields per queue (especially
    mandatory ones) because the DNS queue can be used to request a new DNS
    entry, but also to report DNS problems or ask anything related to DNS.

We can use web pages, but it’s more or less creating a kind of portal.
Do you have a technology/framework recommendation to do this ?
Your reasons for “not using CFs” do not preclude them. As before,
REST or commands by email. Simply make them optional in RT (not ideal),
and use your front-end to require values as necessary.

I can do that, but it doesn’t solve my original problem : which frontend ?

L.B.