Custom Fields Form

Sorry to ask such a basic question, but I’m new to RT3 and want to create a
form for each of five queues with the ability to input values into custom
fields. What is the best way to do this? Is there a special format for the
email when using mailgate? Do I need to build a form that accesses the DB
directly?

Please advise.

Brad Pinkston
Sr. Linux Systems Administrator
bradp@newmediagateway.com
office: 214.206.3485
mobile: 469.682.6487
eFax: 303.496.2712
http://support.newmediagateway.com http://support.newmediagateway.com/

winmail.dat (3.32 KB)

Sorry to ask such a basic question, but I’m new to RT3 and want to create a
form for each of five queues with the ability to input values into custom
fields. What is the best way to do this? Is there a special format for the
email when using mailgate? Do I need to build a form that accesses the DB
directly?

It sounds like you want to create five separate custom ticket entry
forms, for users whom you don’t want to be privileged (entering their
tickets into RT directly); is that it?

If so, yeah, just building an appropriately formatted email and
shipping it to mailgate is one approach; using the commandline tool is
another; I would have sworn I’d seen some detail on that on the wiki,
but I can’t find it just now. Notes on the mailgate format should be
in there, too.

Cheers,
– jra
Jay R. Ashworth jra@baylink.com
Designer Baylink RFC 2100
Ashworth & Associates The Things I Think '87 e24
St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274

"NPR has a lot in common with Nascar... we both turn to the left."
	- Peter Sagal, on Wait Wait, Don't Tell Me!

At Thursday 10/6/2005 05:15 PM, you wrote:

Sorry to ask such a basic question, but I’m new to RT3 and want to create a
form for each of five queues with the ability to input values into custom
fields. What is the best way to do this? Is there a special format for the
email when using mailgate? Do I need to build a form that accesses the DB
directly?

Please advise.

Hello Brad,

Welcome to RT. I think the best way to do what you want is one web form for
each queue, each form sending email to the queue’s email address. There’s
no special email format required to do that.

To get the custom field values from the form into RT, you should use Dirk
Pape’s excellent ExtractCustomFieldValues add-on (see
http://wiki.bestpractical.com/index.cgi?Contributions under the Scrip
Actions heading). This does involve adding extra headers to the mail sent
from the form to the RT mailgate.

Good luck.

Steve