How to integrate RequestTracker with our web?

FranCHo_Org · October 9, 2007, 7:18am

Our scenario:

Server1: our web
Server2: our request-tracker (RequestTracker 3.6.1-3 installed from Ubuntu .deb)

(The servers are on different locations).

One queue (ClientsVIP).

We would like to open tickets via web from Server1 into this queue. To validate the tickets we need a CustomField (ClientID).

We have tried with rt command line interface, but we have two problems:

1.- We don’t find the way to add/edit customfields. Example:

$ rt edit ticket/120650 set CustomField-3=‘client_100’

customfield-3: Unknown field.

id: ticket/120650

2.- What is the best way to create, reply or comment a ticket with a text with line breaks. Is this the only one? :

$ rt comment ticket/120650 -m "line one

line two
line three
"

Mensaje grabado

Any help ?

Thanks in advance

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Gianluca_Cecchi · October 9, 2007, 10:44am

you have to prepend with a space the lines after the first, such as:

[root@rt ~]# rt comment ticket/59 -m "line one
line2
line3
"
Password:

Messaggio registrato

before line2 and line3 ords there is a space character.

It works for me with 3.6.5

Gianluca

2.- What is the best way to create, reply or comment a ticket

with a text with line breaks. Is this the only one? :

$ rt comment ticket/120650 -m "line one          
> line two
> line three
> "
# Mensaje grabado


Any help ? 

Thanks in advance



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FranCHo_Org · October 9, 2007, 11:03am

Ok, it works fine (with -i param too) thanks.

And for the CustomFields what is the solution?

Thanks in advance.
<<< FranCHo >>>>>>>>>>>>>>>>>>>>>>>

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Gianluca_Cecchi · October 10, 2007, 8:01am

I have a CF named “company”; with “rt show” command for a ticket with this field valued, I can see that I get CF-company
so the conmand I verified that works in my case in 3.6.5 is this:

[root@rt ~]# rt edit ticket/59 set CF-company=‘Peviani’

Ticket 59 updated.

you should probably give:

rt edit ticket/120650 set CF-3='client_100’
if the name of the CF is “3”

This custom field of mine is of type “Select one value”

Nevertheless, the strange thing is hat if I set an incorret value
[root@rt ~]# rt edit ticket/59 set CF-company=‘badvalue’

Ticket 59 updated.

the ticket is updated in a way that in the main page for the ticket I see
custome fields:

company: bad value

while if I go in basic data for the ticket I see (novalue) highlighted

probably because it has an incorrect value…

I think the second rt command should give an error, instead of updating the ticket.

Gianluca

Da: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] Per conto di FranCHo Org
Inviato: martedì 9 ottobre 2007 13.03
A: rt-users@lists.bestpractical.com
Oggetto: RE: R: [rt-users] How to integrate RequestTracker with our web ?


Ok, it works fine (with -i param too) thanks.

And for the CustomFields what is the solution?

Thanks in advance.
<<< FranCHo >>>>>>>>>>>>>>>>>>>>>>>



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FranCHo_Org · October 10, 2007, 11:56am

Ok solved. It was a Custom Field’s permission problem.

"rt edit ticket/59 set CF-company=‘badvalue’ " works for me.

Thanks for your help
<<< FranCHo >>>>>>>>>>>>>>>>>>>>>>>Subject: R: R: [rt-users] How to integrate RequestTracker with our web ?
Date: Wed, 10 Oct 2007 10:01:48 +0200
From: gcecchi@peviani.it
To: sendas_net@hotmail.com; rt-users@lists.bestpractical.com

I have a CF named “company”; with “rt show” command for
a ticket with this field valued, I can see that I get
CF-company
so the conmand I verified that works in my case in
3.6.5 is this:

[root@rt ~]# rt edit
ticket/59 set CF-company=‘Peviani’

Ticket 59 updated.

you should probably give:

rt edit ticket/120650 set CF-3=‘client_100’
if the name of the CF is “3”

This custom field of mine is of type “Select one
value”

Nevertheless, the strange thing is hat if I set an incorret
value
[root@rt ~]# rt edit ticket/59 set CF-company=‘badvalue’
Ticket 59 updated.

the ticket is updated in a way that in the main page for the
ticket I see
custome fields:

company: bad value

while if I go in basic data for the ticket I see
(novalue) highlighted

probably because it has an incorrect
value…

I think the second rt command should give an error,
instead of updating the ticket.

Gianluca

Da: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] Per conto di FranCHo
Org
Inviato: martedì 9 ottobre 2007 13.03
A:
rt-users@lists.bestpractical.com
Oggetto: RE: R: [rt-users] How to
integrate RequestTracker with our web ?

Ok, it works fine (with -i param too) thanks.

And for the
CustomFields what is the solution?

Thanks in
advance.
<<< FranCHo

Express yourself instantly with MSN Messenger! MSN
Messenger

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