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. 
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