(repost, mailman is slacking off today)
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:
Local template in SelfService
Arbitrary form elsewhere, but have it post to the handler in SelfService
Arbitrary form elsewhere, posting to a CGI that uses the REST interface
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.
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