We currently do a very similar thing. However, our users are never predictably at any one workstation or one OS even. Plus, we use multiple queues to handle multiple applications and various needs. One dept has to handle file server access requests, there’s a queue, another dept has to handle requests for physical work, there’s another queue. We even use queues to handle logging: say a dept wants to keep track of vendor visitation, that’s another queue. The great thing about it is that we can then go back and search through ANY of these queues very easily thanks to the RT search functionality. However, you’re right, due to the differing nature of the various information we’re trying to gather, we needed a different front end. So we just created simple web forms that pass the data along step-by-step (wizard-like) and then at the end, sends it wherever we want it.
I’m currently writing an article describing our layout in more detail. But we like it because we’re a small shop. So if someone comes to us and says, “We need to be able to handle requests for office supplies.” All we have to do is create a queue, add the appropriate users, create a small web form, and viola, insta-app!
Anyway, just another alternative to making a platform specific front end.
Ryan Roland-----Original Message-----
[mailto:email@example.com]On Behalf Of
Sent: Wednesday, March 30, 2005 11:24 AM
To: RT Users List
Subject: [rt-users] Desktop app for rt 3.4.1 with AT
For those of you that have the mac os on your end users desktop I have good
news. I decided to write an apple app, that will let all my users submit
tickets without having to log in to the www page. I have all my assets in
rt’s AT module, as well. This app will get the username from ‘hostname’ and
will append the proper domain for requestors-email-address to be proper. It
asks the user to pick form a list of topics that their ticket might fit
into, they can only pick one topic. It then, based on the topic, asks more
questions. The topic on the app mirrors the queues in rt, and custom fields
in rt, will be second level questions in the desktop app. If the user
chooses hardware as a topic the app quesires the sql db for assets that are
owned by this user, and asks the user to pick the actual piece of hardware
that s/he has an issue with. If the user picks email as a topic. The app
queries our ldap tree and will include the exp date of the passwd, for this
user when it sends the ticket.
For the rt community I ask. How many of you have mac os as the desktop os.
Also are you interested in this, it will be released under one of the gpl
licenses. I would like to submit this into the open source world, if there
is a need, or a request for it.
Thanx for putting up with me.
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