How to learn RT? (I need to add custom database query)

RT Users
1

Hi. So I’ve just installed RT 3.8.1. I’ve never used RT before
though I did install RT 2 a couple of years ago for somebody.

My boss asked me how can we make it so that each ticket includes some
custom information fetched from a separate database.

For example, circuit id, from a list of all the different circuits we have.

My question is - how should I learn RT? I have the book but it covers
RT 2, not RT 3. Is it worthwhile to read the book? Or should I head
straight for the Wiki? I’ve already gone through the FAQ… and I am
about to look at the blog.

Thanks,
Aleksey

Aleksey Tsalolikhin
UNIX System Administrator
“I get stuff done!”
http://www.lifesurvives.com/

2

Hi. So I’ve just installed RT 3.8.1. I’ve never used RT before
though I did install RT 2 a couple of years ago for somebody.

My boss asked me how can we make it so that each ticket includes some
custom information fetched from a separate database.

For example, circuit id, from a list of all the different circuits we have.

RT can handle custom values for a ticket with the “Custom Fields”
feature. Those fields can have a list of available items fetched from an
external source (Database, FIle, LDap, whatever your perl knowledge can
write).

perldoc docs/creating_external_custom_fields.pod

might help you :slight_smile:

3

Thank you, Emmanuel for the RTFM pointer, my new tickets now include a
Custom Field with values fetched from an external source. Woo-hoo!
:slight_smile:

Next question - and this is what my boss really wants - is to have
multiple text boxes where the user provides input, and then they click
"search" and another custom field, of type “select a value”, or
"select multiple values" is populated from an external sources based
on the input provided in the first few text boxes.

For example, the user input might be: company and city, and the
select menu would contain all the stores operated by $company in
$city. And user needs to be able to change the value of $city, for
example, and click “refresh” or “submit”, and the list of stores would
change.

Can RT do that, please? How?

Best,
Aleksey