Linking to external systems from RT

Hi folks,

I’m wanting to provide as much linkage between our legacy systems
and RT as possible.

Fortunately, our existing system can be referenced via a single URL
with an object ID on the end.

There are two places in RT I’d like to link to this system:

o Users
o Tickets

In Users the answer seems fairly obvious - the 'ExternalContactInfoId’
attribute. I’m curious though, this used to be ‘exposed’ in RT2, now
it’s not editable from the GUI. This is trivial to add, but I wondered
if there was a reason it’s currently hidden?

If not, I was thinking of a configuration directive, perhaps
ExternalContactInfoId_Link or similar, which could be a URL with a %%
placeholder for adding the reference. These links would be put in
appropriate places (probably clickable from the ‘People’ element).

For the second external system reference, on Tickets, I was thinking
it could be done fairly generically. By adding a column to
’CustomFields’, (called, say ExternalLink), each custom field could be
linkable to an external system.

As an example, lets say you have a custom field called ‘ClientID’,
with an ExternalLink of ‘http://intranet/clientinfo/%%/view’. When you
enter a value of ‘12364’ into the field, it becomes a link to the URL
http://intranet/clientinfo/12364/view

Am I going over ground someone else has covered here?

- Justin

For the second external system reference, on Tickets, I was thinking
it could be done fairly generically. By adding a column to
’CustomFields’, (called, say ExternalLink), each custom field could be
linkable to an external system.

As an example, lets say you have a custom field called ‘ClientID’,
with an ExternalLink of ‘http://intranet/clientinfo/%%/view’. When you
enter a value of ‘12364’ into the field, it becomes a link to the URL
http://intranet/clientinfo/12364/view

Am I going over ground someone else has covered here?

This is what the Link/URL mechanism is for. You just teach RT about a
new URI mechanism, and away you go.

-R

For the second external system reference, on Tickets, I was thinking
it could be done fairly generically. By adding a column to
’CustomFields’, (called, say ExternalLink), each custom field could be
linkable to an external system.

As an example, lets say you have a custom field called ‘ClientID’,
with an ExternalLink of ‘http://intranet/clientinfo/%%/view’. When you
enter a value of ‘12364’ into the field, it becomes a link to the URL
http://intranet/clientinfo/12364/view

Am I going over ground someone else has covered here?

This is what the Link/URL mechanism is for. You just teach RT about a
new URI mechanism, and away you go.

Thanks for that Robert. I do vaguely remember that now from RT2.

I can’t seem to find anything in the draft manual, or at
http://fsck.com/rtfm/index.html

Can you point me at any useful documentation or examples?

- Justin

Thanks for that Robert. I do vaguely remember that now from RT2.

I can’t seem to find anything in the draft manual, or at
http://fsck.com/rtfm/index.html

Can you point me at any useful documentation or examples?

Useful? I’m not sure. :slight_smile:

I don’t think there’s any documentation on this (yet).

I believe RTFM and RTIR (downloadable from the same place you got RT)
make use of custom URIs, although not particularly fancily. But I do
have another example.

Attached is a simple RT::URI::test, that will take things that look
like test:12345 in the Link field, and make them be links to
http://some.other.site/blah=12345

As an extension, you can do test:12345#Some Title, and "Some Title"
it’ll use that as the thing you click on.

(I’ve stripped this example down from something else, so it’s possible
I screwed something up… but the idea should be clear.)

-R