Is it possible to set up a external database query using user's input while opening ticket?

RT Users
1

Hi. If a user provides some input while opening a new ticket, into a
textbox in the form, in pulling data from an external source using
an External module (like Groups.pm) ?

For example, I want the use to supply company name and location,
and the external query will fetch all the stores that particular company
operates at that location.

Or would we have to change RT source code to do that?

Thanks,
Aleksey

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

2

That’s not the clearest example, since a well defined location would
be a unique identifier.
However, no, you don’t have to change RT. You just need to implement a
custom overlay.
Things to look at are the custom field “Include page” property and
RTx::EmailCompletion,
the desired feature does not exist out of the box.

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