Custom ticket submission form

Has anyone created a custom form to create tickets? I don’t want to use
an email form because I want to populate custom fields. We think the RT
interface is too complicated for most of our users and want to give them
an alternate form that has the exact fields they need.

Has anyone done anything like this? I can think of a couple of ways to
go about doing it, but I’m curious what others have done.

I implemented 2 methods; from remote systems:
1- using soap (.Net client)
2- using REST (unix client)
Neither of the above need user logins to rt
A third way is to actually strip Create.html and limit it to the fields
you want (if you need your users to have rt logins)
Roy

John Arends wrote:

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf
Of John Arends
Sent: Monday, November 27, 2006 9:39 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Custom ticket submission form

Has anyone created a custom form to create tickets? I don’t
want to use
an email form because I want to populate custom fields. We
think the RT
interface is too complicated for most of our users and want
to give them
an alternate form that has the exact fields they need.

Has anyone done anything like this? I can think of a couple
of ways to
go about doing it, but I’m curious what others have done.

You can use the email interface and set custom fields by using Dirk Pape’s
ExtractCustomFieldValues contribution:

Request Tracker Wiki , ScripActions section

It’s worked very well for us.

Steve
Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IS&T)