Non-user ticket creation and tracking

RT Users
#1

I installed Request Tracker 2 this morning as I’m evaluating request
tracker/helpdesk applications for my employer. I didn’t find a
FAQ-answer for this - only some vague references - so I’m asking here:

The RT application should accept requests from any employee or customer
without having to have a user account for him in the database. I believe
the email ticket creation does this, but is there a webpage interface,
where you could type your email address + your question, and click a
button to send it?

The non-users should be able to track the status of their request on the
web. This works for users but in order to get to the ticket view, you’ll
have to have a login name and a password.

If the answers are somewhere in the documentation, I’m sorry I wasted
your bandwidth :slight_smile: If the solution requires a bit of Perl hacking, our
shop can do that if it can be done in reasonable time. How have other
people solved these situations? As for other than this, RT looks very
promising.

br,
simo.melenius@citec.fi System Designer / Unix Applications
Tel: +358 50 347 8373 CiTEC Information Solutions
PGP public key: http://www.citec.fi/pgp/Melenius%20Simo.asc

#2

Re 1:

just create a form with php or something that will mail the contents of
the forum to your rt-mailgate alias, with the “sender address” mentioned
in another field in the form, and violla! no?

Re 2:

that I don’t know :)On Fri, 9 May 2003, Simo Melenius wrote:

I installed Request Tracker 2 this morning as I’m evaluating request
tracker/helpdesk applications for my employer. I didn’t find a
FAQ-answer for this - only some vague references - so I’m asking here:

The RT application should accept requests from any employee or customer
without having to have a user account for him in the database. I believe
the email ticket creation does this, but is there a webpage interface,
where you could type your email address + your question, and click a
button to send it?

The non-users should be able to track the status of their request on the
web. This works for users but in order to get to the ticket view, you’ll
have to have a login name and a password.

If the answers are somewhere in the documentation, I’m sorry I wasted
your bandwidth :slight_smile: If the solution requires a bit of Perl hacking, our
shop can do that if it can be done in reasonable time. How have other
people solved these situations? As for other than this, RT looks very
promising.

br,

Best regards,
Shimi

“Outlook is a massive flaming horrid blatant security violation, which
also happens to be a mail reader.”

“Sure UNIX is user friendly; it’s just picky about who its friends are.”

#3

shimi wrote:

Re 1:
just create a form with php or something that will mail the contents of
the forum to your rt-mailgate alias, with the “sender address” mentioned
in another field in the form, and violla! no?

Of course. For attachments and destination queue-selection this may be a
bit clumsy option.

Re 2:
that I don’t know :slight_smile:

Haven’t looked at the source yet, I wonder how much time it would take
to write an extensions like this:

The email received by the requestor would contain an URL (possibly with
a unique ID for identifying the requestor+ticket pair in question),
which would lead to a non-authenticated webpage containing the history
display of the ticket

simo.melenius@citec.fi System Designer / Unix Applications
Tel: +358 50 347 8373 CiTEC Information Solutions
PGP public key: http://www.citec.fi/pgp/Melenius%20Simo.asc

#4

Re 2:
that I don’t know :slight_smile:

Haven’t looked at the source yet, I wonder how much time it would take
to write an extensions like this:

The email received by the requestor would contain an URL (possibly with
a unique ID for identifying the requestor+ticket pair in question),
which would lead to a non-authenticated webpage containing the history
display of the ticket

RT includes a customer-facing SelfService web UI. Last summer, I sent a
template to RT-users which will include a password for a user in an
autoreply.

http://lists.fsck.com/pipermail/rt-users/2002-November/010705.html

–
simo.melenius@citec.fi System Designer / Unix Applications
Tel: +358 50 347 8373 CiTEC Information Solutions
PGP public key: http://www.citec.fi/pgp/Melenius%20Simo.asc

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#5

At 12:56 PM 9/05/2003 +0300, Simo Melenius wrote:

The RT application should accept requests from any employee or customer
without having to have a user account for him in the database. I believe
the email ticket creation does this, but is there a webpage interface,
where you could type your email address + your question, and click a
button to send it?

Jesse has made the rt.cpan.org web customisation files available - checkout
http://rt.cpan.org for the interface to see if that is what you need (for
example http://rt.cpan.org/NoAuth/ReportBug.html?Queue=DBIx-SearchBuilder )
and then take a look at:
http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/rt-cpan/local/WebRT/html/
for the files.

The non-users should be able to track the status of their request on the
web. This works for users but in order to get to the ticket view, you’ll
have to have a login name and a password.

There is a scrip or customisation that will email the password to a user
the first time they submit a ticket to RT (check the list or the RT contrib
website for details). The user can then use the /SelfService/ interface to
RT to track the progress of their jobs etc.

-Brook

= /// /// /// /// _/ _/ Brook Schofield =
= _/ _/ _/ _/ _/ _/ _/ _/ _/ / B.Schofield@griffith.edu.au =
= // /// _/ _/ _/ _/ // Ph: +61 7 387 53779 - WCN 0.28 =
= _/ _/ _/ _/ _/ _/ _/ _/ _/ / Directory Services Integration =
= /// / / /// /// _/ _/ Griffith University QLD 4111 =