Customize rt for use in public library

I am setting up RT for a public library. Public libraries have become
common places for people to use computers. We don’t set up accounts
but I’d like to integrate RT so at least inside the library anyone
with a tech complaint can tell us what ain’t working.

I have two goals but they involve a lot of customization of the
interface. Basically we have three groups of people library technical
staff - (me), library staff, and the public. Unlike schools and
colleges, we have a lot of people who just use our computers without
a login.

I have noticed a lot of prior discussion of anonymous submission etc.
I need to customize our interface so anyone can just create a login
(or perhaps with no logon) submit a problem. I would love to hear if
there are any other public libraries or similar situations. For that
matter it might even be nice if staff account creation was initiated
by staff, when they first used the system since some won’t care or
would just want to mail it it like the public.

The second concern is integration with our web site. We have a bunch
of css style sheets and images that we use to provide some branding.
I would like to integrate that so that we at the very least have a
page where anyone can see that they are in the library and initiate a
ticket either anonymously or through email. (though they would have
to email it from elsewhere because since we aren’t giving out
accounts the emails have to come from all over - but they would still
need a way to follow the resolution on the web site (or not). Again
trying to get in touch with someone with similar experiences.

Finally, our web server serves pages both inside on our 172.16.10.x
network as well as from the outside. I do want anyone in the library
to be able to initiate a ticket anonymously. Do I want to verify
people outside the library? Not really, but the information I’dl like
to record my be different. For example is someone is sending me a
"this machine is broken" message I would like to capture the
machine’s info. The library patron wouldn’t know but the web logs
would. So can I have one instance of rt server multiple sites; say
inside and outside a net and capture info from both.

Sorry about the length but really wasn’t sure if anyone had done all
of this before.

Josh Kuperman
josh.kuperman@gmail.com

PS has anyone set up a script to save multiple groups of settings, so
that I could try something out - save that setting, then go over with
some other people what would look best and just switch back and forth.

I need to customize our interface so anyone can just create a login
(or perhaps with no logon) submit a problem. I would love to hear if
there are any other public libraries or similar situations. For that
matter it might even be nice if staff account creation was initiated
by staff, when they first used the system since some won’t care or
would just want to mail it it like the public.

Well, remember that RT interfaces with email. For your staff, and for
patrons who have email and, perhaps, are using your access to get to
it, they can merely send email to "helpdesk@your.domain.name" (or
whatever alias suits you).

For people who have no email at all, you could set up a web form that
prompted for the right stuff (including some other contact method), and
sent an email to RT.

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

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