Custom creation form

RT Developers
1

(repost, mailman is slacking off today)

Hello all,

I’m about to setup a medium-sized configuration of RT to handle sales inquiries.
We want to create a custom form for ticket creation because 1) we will have
custom fields 2) we want it to be “pretty” and “simple” for the hoi polloi.
I checked the list archives, and found a few brief threads on the subject, but
no definitive information. There’s not much in the wiki either, even though
this seems to be approaching FAQ status?

I know RT is perl, and perl is all about DWIMmery, but given the complexity
of and changes to the RT codebase over the years, I think some suggested best
practices for this situation would be beneficial.

The options as I understand it are:

  1. Local template in SelfService

  2. Arbitrary form elsewhere, but have it post to the handler in SelfService

  3. Arbitrary form elsewhere, posting to a CGI that uses the REST interface

  4. Go through email with the Norwegian Email-administration hack

I’m still new to RT, as an admin/developer, so I’m not entirely clear on the
merits/issues of all of these. #4 seems sketchy. So does #2, although it’s
not too different from #3 other than simplicity of implementation? etc. etc.

Discuss :stuck_out_tongue:

Cambridge Energy Alliance: Saving money & the planet

2

I think this depends where your form is.

If it’s part of another application somewhere, then I’d certainly use
the REST interface, since the purpose of having an external API is so
that you can integrate with other applications.

Otherwise, I’d probably add a template to the SelfService portal.

JonOn Tue, 2008-07-15 at 17:11 -0400, jpierce@cambridgeenergyalliance.org wrote:

(repost, mailman is slacking off today)

Hello all,

I’m about to setup a medium-sized configuration of RT to handle sales inquiries.
We want to create a custom form for ticket creation because 1) we will have
custom fields 2) we want it to be “pretty” and “simple” for the hoi polloi.
I checked the list archives, and found a few brief threads on the subject, but
no definitive information. There’s not much in the wiki either, even though
this seems to be approaching FAQ status?

I know RT is perl, and perl is all about DWIMmery, but given the complexity
of and changes to the RT codebase over the years, I think some suggested best
practices for this situation would be beneficial.

The options as I understand it are:

  1. Local template in SelfService

  2. Arbitrary form elsewhere, but have it post to the handler in SelfService

  3. Arbitrary form elsewhere, posting to a CGI that uses the REST interface

  4. Go through email with the Norwegian Email-administration hack

I’m still new to RT, as an admin/developer, so I’m not entirely clear on the
merits/issues of all of these. #4 seems sketchy. So does #2, although it’s
not too different from #3 other than simplicity of implementation? etc. etc.

Discuss :stuck_out_tongue: