Keywords or external database?

I want to be able to easily attach Customer Information (name, acct number)
to tickets - so it needs to be a drop down menu/list box when I’m done. I
toyed with trying to figure out a workable way to update/add/remove(disable)
keywords on a schedule and write some export routines from the current
database… however I saw a guy ask this same question and the reply was the
he should hijack another field - maybe RefersTo, and use custom URIs to do
the magic.
The problem I’m having is that I haven’t been able to find info or examples
of how I would do this. I don’t mind pushing a table down to RTs db server
Can anyone show me what I’ve missed? or point me to something that would be
helpful for this situation? thank you.

jesse

I want to be able to easily attach Customer Information (name, acct number)
to tickets - so it needs to be a drop down menu/list box when I’m done. I

[snippery]

Possibly if you can import a table from your prime server into your RT
database in such a way that you can have a unique customer number as the
’id’ field, you could have an RT::MyCustomers module (which has functions
to list customer information), and an extra field in the Tickets table to
refer to this id.

The problem I’m having is that I haven’t been able to find info or examples
of how I would do this. I don’t mind pushing a table down to RTs db server
from my MSSQL server where the Customer database exists.

For the latter item, I’m currently doing up a tutorial that covers (among
other things[1]) adding extra fields to Tables and how to address/set them
which may help you. For the former, I’d suggest at the moment looking at
how, say, RT::Transaction and RT::Transactions work.

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Yay, its finally mentioned in the footer :wink:

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B                      Operations

[1] setting keywords based on SpamAssassin output, what fun.

I want to be able to easily attach Customer Information (name, acct
number) to tickets - so it needs to be a drop down menu/list box when
I’m done.

Why do you want to add them to a ticket? Surely that data belongs with
a user, since it’s the name of a user, the account number of a user,
etc.

Real name is already supported. The ExternalContactInfoId field could
be used for account numbers.

If you want that information to be available while viewing a ticket, you
can do that. The comments about a user and that user’s other tickets
are already shown in Display.html; it shouldn’t be tricky to spit out a
few other fields in the same place.

Smylers
GBdirect
http://www.gbdirect.co.uk/