Form-workflow during ticket creation

hello folks,

I’m new to RT.

I’d like to set up ticket creation such that tables in an independent relational
database (postgresql) can be used to force choices in some fields/menus, and
perhaps display information in other fields.

Example:

my company offers products Product-A, Product-B, Product-C.

Product-A has versions “2.11p3”, “2.13”, “3.0”, etc.
Product-B has versions “b56-03”, “b56-04”, “b57-01” etc.

I’d like a drop-down menu where ticket creator must choose “Product-A”,
“Product-B”, etc. After she has chosen the applicable product, I’d like another
drop-down menu with the appropriate versions for that product.

I’ve done a bit of research and it isn’t clear to me if this is possible, or if
it is, what RT mechanisms could be used to implement it.

Is it possible? If yes, I would be grateful for some pointers to
examples/howtos or other tips on how to proceed.

I can imagine that the above could be relative simple to implement. I can
imagine a somewhat trickier scenario, though, in which the ticket creator has to
supply a license-ID in a field, after which the menus above (product, version),
would be dynamically populated after a DB lookup to determine what products
and/or versions were linked to that particular license-ID. Is that possible?
(well, without getting into nitty-gritty AJAX programming?)

thanks,

Rob Urban

Sounds like custom fields to me.-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Robert
Urban
Sent: Wednesday, August 04, 2010 7:23 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] form-workflow during ticket creation

hello folks,

I’m new to RT.

I’d like to set up ticket creation such that tables in an independent
relational
database (postgresql) can be used to force choices in some fields/menus,
and
perhaps display information in other fields.

Example:

my company offers products Product-A, Product-B, Product-C.

Product-A has versions “2.11p3”, “2.13”, “3.0”, etc.
Product-B has versions “b56-03”, “b56-04”, “b57-01” etc.

I’d like a drop-down menu where ticket creator must choose “Product-A”,
“Product-B”, etc. After she has chosen the applicable product, I’d like
another
drop-down menu with the appropriate versions for that product.

I’ve done a bit of research and it isn’t clear to me if this is
possible, or if
it is, what RT mechanisms could be used to implement it.

Is it possible? If yes, I would be grateful for some pointers to
examples/howtos or other tips on how to proceed.

I can imagine that the above could be relative simple to implement. I
can
imagine a somewhat trickier scenario, though, in which the ticket
creator has to
supply a license-ID in a field, after which the menus above (product,
version),
would be dynamically populated after a DB lookup to determine what
products
and/or versions were linked to that particular license-ID. Is that
possible?
(well, without getting into nitty-gritty AJAX programming?)

thanks,

Rob Urban

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be
privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the
intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this
message, including any attachments, is strictly prohibited. If you have received this email message in
error, please notify the sender by reply email and delete/destroy the email message, including attachments,
and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via
email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for
any damages sustained as a result of any such viruses.