I’m relatively new to RT, so I’m still exploring it a bit and tailoring
it to my work environment. One of the integration challenges I’m facing
is how to create web forms for ticket submission. Is there a way I can
have a form kick out an email to RT with the actual Requestor mapped out
appropriately? I wouldn’t want to the owner of tickets submitted
through the web to have a Request of the email@example.com.
Is this best done via a direct CGI connections to the database or is
there a way to product a formatted email that will map the fields out
We solved this problem with a little php script I wrote. The user
receives text boxes to fill in their email addy, location, problem etc.
The script then mails it to our support system, but the return address
is the email addy the user filled in. The request enters the queue
looking like the user submitted it instead of firstname.lastname@example.org. We
also include the requesting IP addy just to track where the request
really came from.
It works, but does rely on the user typing in their right email
address. The script needs php and the mail.php library. You are
welcome to it if you’d like (attached). It could at least be a starting
supportrequest.php (2.69 KB)