We have Goldmine, but we don’t use integrate it with RT as we only use RT
for internal tickets (we use HEAT for external customers).
However, it strikes me that integrating RT and Goldmine would be fairly
easy. When an email comes in from the mailgate, you’d have the address of
the sender. You could simply lookup a Profile record (RECTYPE = ‘P’) in the
CONTSUPP table in Goldmine that has the email address in the CONTSUPREF
column. That gives you the ACCOUNTNO that you use to access any other info
in the CONTACT1 or CONTACT2 tables.
You could store the ACCOUNTNO in RT’s database and write some custom code
that would link from RT to a web page with the customer info in it. We
already have our own web interface to Goldmine and it works on essentially
that principle. The trick is getting the ACCOUNTNO, the rest is trivial.
Gary
-----Original Message-----
From: Johan Kuuse [mailto:kuuse@redantigua.com]
Sent: 14 January 2004 15:46
To: rt-users@lists.fsck.com
Cc: amiron@osint.net
Subject: [rt-users] Re: Customers db in RT?
OK, I’ll try to make myself a bit clearer:
Our current ticketing system, GoldMine includes a table with
customers info, i.e. a hotted Customers Address Book.
I refer to the Address Book when I mention the customers db.
The “customer feature” I am looking for is, when creating a
ticket, associating it not only with an ticket owner, but
also with a customer record (i.e. the Address Book) instead
of only an email address.
I was investigating the raw tables to be sure I did not miss
something such as the mentioned “customer feature”.
As I am in the research state I am looking for a ticketing
system including an address book.
It seems hard to find though, so maybe I have start hacking… 
Best Regards,
Johan Kuuse
seph wrote:
Johan Kuuse kuuse@redantigua.com writes:
Completely new to RT, I wonder if there is a way to import
a customers
database into RT?
The only table in the RT db I can imaging for customer’s use is the
“Users” table.
But of course I never want the customers to have access to
the system…
The idea is to change our existing ticket system (GoldMine) for
something better.
The application should manage tickets (managed by our call
center),
related to a predefined group (our customers).
If RT isn’t aimed for this kind of application, I apologize for my
ignorance.
Then, may you recommend a similar application?
I’m confused about what you want. What do you mean the only
table in RT
you’d use is “Users” why would you be using the raw sql
tables anyhow?
As the website says:
RT is an enterprise-grade ticketing system which enables a group
of people to intelligently and efficiently manage tasks, issues,
and requests submitted by a community of users.
If you’re looking for a ticketing system, to be used in a
call center,
RT will do that. If you know perl, it’s pretty easily customizable.
Lastly what kind of ‘customer’s db’? Is this a database of users? a
database of tickets? You can certainly import either into rt, but
you’re probably going to have to write the import routine if you’re
migrating ticket database.
seph
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