Keywords thought

Hi All-

I'm somewhat new to RT. I've been playing around with it for a few

weeks, and I’m planning to implement it both for internal ticket tracking,
and customer ticket tracking. In order to be able to search a ticket based
on a customer, I’ve set up Customer name Keywords for the customer queue.
First off - if anyone sees a better way to do this, lemme know.

Secondly, we have an internal database of Customers that I don’t really
wanna duplicate, so I was thinking about seeing if an external callback
feature could be added into the Keywords capability to allow it to hand off
Keyword look up, based on where it is in the tree, to an external script.
For example, if I’m doing a lookup based on the /Customers keyword
hierarchy, it subs it out to my script, but all other keywords go through
the normal method. Anybody out there already done this? If people think it
would be useful, I’d be willing to take a stab at it…

Thanks,
Steve

Steven W. Litras.vcf (283 Bytes)

You might want to use the RT linking interface with “RefersTo” links
and some custom UI, rather than trying to warp the Keyowrds system like that.
you can define custom handlers to display and lookup the csdinc.com-customers:
URI schemeOn Wed, Oct 10, 2001 at 03:07:25PM -1000, Steven W. Litras wrote:

Hi All-

I'm somewhat new to RT. I've been playing around with it for a few

weeks, and I’m planning to implement it both for internal ticket tracking,
and customer ticket tracking. In order to be able to search a ticket based
on a customer, I’ve set up Customer name Keywords for the customer queue.
First off - if anyone sees a better way to do this, lemme know.

Secondly, we have an internal database of Customers that I don’t really
wanna duplicate, so I was thinking about seeing if an external callback
feature could be added into the Keywords capability to allow it to hand off
Keyword look up, based on where it is in the tree, to an external script.
For example, if I’m doing a lookup based on the /Customers keyword
hierarchy, it subs it out to my script, but all other keywords go through
the normal method. Anybody out there already done this? If people think it
would be useful, I’d be willing to take a stab at it…

Thanks,
Steve

http://www.bestpractical.com/products/rt – Trouble Ticketing. Free.

Has anybody done this already?

I already have an account management system. I’d like to be able to type
the account number from my account management system into a "RefersTo"
link in RT and have RT generate a URL into my account management system
when the ticket is displayed.

I don’t know my way around the RT internals, and this seems like something
folks would have already done.

ThanksOn Fri, 12 Oct 2001, Jesse Vincent wrote:

You might want to use the RT linking interface with “RefersTo” links
and some custom UI, rather than trying to warp the Keyowrds system like that.
you can define custom handlers to display and lookup the csdinc.com-customers:
URI scheme

On Wed, Oct 10, 2001 at 03:07:25PM -1000, Steven W. Litras wrote:

Hi All-

I'm somewhat new to RT. I've been playing around with it for a few

weeks, and I’m planning to implement it both for internal ticket tracking,
and customer ticket tracking. In order to be able to search a ticket based
on a customer, I’ve set up Customer name Keywords for the customer queue.
First off - if anyone sees a better way to do this, lemme know.

Secondly, we have an internal database of Customers that I don’t really
wanna duplicate, so I was thinking about seeing if an external callback
feature could be added into the Keywords capability to allow it to hand off
Keyword look up, based on where it is in the tree, to an external script.
For example, if I’m doing a lookup based on the /Customers keyword
hierarchy, it subs it out to my script, but all other keywords go through
the normal method. Anybody out there already done this? If people think it
would be useful, I’d be willing to take a stab at it…

Thanks,
Steve

Charlie Watts
cewatts@frontier.net
Frontier Internet, Inc.
http://www.frontier.net/

Thanks Jesse - is there documentation available on that interface? I
couldn’t find any on the docs site.From: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Thursday, October 11, 2001 9:07 PM
To: Steven W. Litras
Cc: rt-users@lists.fsck.com
Subject: Re: [rt-users] Keywords thought…

You might want to use the RT linking interface with “RefersTo” links
and some custom UI, rather than trying to warp the Keyowrds system like
that.
you can define custom handlers to display and lookup the
csdinc.com-customers:
URI scheme

Hi All-

I'm somewhat new to RT. I've been playing around with it for a few

weeks, and I’m planning to implement it both for internal ticket tracking,
and customer ticket tracking. In order to be able to search a ticket based
on a customer, I’ve set up Customer name Keywords for the customer queue.
First off - if anyone sees a better way to do this, lemme know.

Secondly, we have an internal database of Customers that I don’t really
wanna duplicate, so I was thinking about seeing if an external callback
feature could be added into the Keywords capability to allow it to hand
off
Keyword look up, based on where it is in the tree, to an external script.
For example, if I’m doing a lookup based on the /Customers keyword
hierarchy, it subs it out to my script, but all other keywords go through
the normal method. Anybody out there already done this? If people think it
would be useful, I’d be willing to take a stab at it…

Thanks,
Steve

http://www.bestpractical.com/products/rt – Trouble Ticketing. Free.