Hi Gary,
we have used a script to add client information ( from a custom field ) in RT based on the incoming email address.
Is this the sort of thing you’re after? I imagine you could make a call in the middle there to get values from your CRM.
{
#test create
return 0 unless $self->TransactionObj->Type eq “Create”; #only assign on create
return 0 if $self->TicketObj->FirstCustomFieldValue(‘Client’); # and if there’s no client defined already
my $ticket = $self->TicketObj;
my $cf = RT::CustomField->new($RT::SystemUser);
my $requestor = $ticket->RequestorAddresses;
$requestor =~ /(^.+)@([^.].*.[a-z]{2,}$)/;
$1 returns the username, $2 returns the domain name
my $cf_value = $2;
$cf->LoadByName(Name => ‘Skip Auto Assign’); #we do not want to auto assign some clients
my $skaa_values = $cf->Values;
return 0 if !$cf->id;
while ( my $v = $skaa_values->Next ) {
next if ! $v->Name || $v->Name eq ‘’;
if ($v->Name eq $cf_value) {
return 0;
}
}
$cf->LoadByName(Name => ‘Client’); #Load up the client custom field
my $cf_values = $cf->Values;
return 0 if !$cf->id;
while ( my $v = $cf_values->Next ) {
next if ! $v->Name || $v->Name eq ‘’;
if ($v->Name eq $cf_value) {
$cf->AddValueForObject( Object => $ticket, Content => $cf_value); # if the incoming client matches add it to the ticket
return 1;
}
}
return 0;
}
Cheers,
Adam T.On 03/11/2013, at 3:45 AM, Garry Glendown garry@glendown.de wrote:
Hi,
after using OTRS for a couple years, we’re thinking about moving (back)
to RT … while I assume we can get the other custom stuff we set up in
OTRS (billing information for tickets, etc.) to work, and already have
some basic stuff (like Authentication to our internal LDAP) running, I’m
currently looking into integrating RT with our SugarCRM database … we
currently get customer info based on customer EMails (including
customer ID, phone number, company name etc.) to display with a ticket
in OTRS. I’d like to get this into RT … a search on the net only came
up with a couple other people looking for using RT instead of the
ticketing of the CRM …
Does anybody have any pointers on whether and how to get this working?
Thanks, Garry
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