I would like to request some advice with regard to adding some features
to RT. We are looking into doing this ourselves or perhaps outsource it.
Each ticket that is created in RT must be linked to a ticket (HDI) in
our project management system.
Basically I want to have “Create HDI” button which will execute a script
that inserts a new record into an external MySQL database and redirects
you to another page in a new window using the insert ID from the new
record. In order to do this each ticket in RT must have three pieces of
CompanyID (custom field for a Requestor in RT)
ProjectID (custom field for a Ticket in RT)
TaskID (custom field for a Ticket in RT)
To keep this user-friendly we want to have the ability to select a
Project and Task using a drop down list. The flow of the process must be
something like this.
New ticket is created and linked to a known Requestor (if not we have
to manually modify the Requestor this is not a problem).
If CompanyID custom field is set for the Requestor that value must be
used to generate the options for the Project drop down list. These
options must be gathered using an MySQL query.
When a Project is selected from the drop down list a second drop down
list must be populated. Again this will be done using a MySQL query and
the value from the Project drop down list.
This will require some AJAX functionality. The second drop down list
must be populated after a value is selected from the first. Now when
both drop down lists are selected a button with “Create HDI” must be
shown or activated (maybe greyed out prior). This button must execute a
script that will insert a new row to an external database and it also
must set a custom value called “HDI” for the ticket.
I have read in the manual that you can populate drop down lists with
external data. Only I have no idea if it is at all possible to use the
value of another custom field in the script that will generate the hash
for the drop down options. And I also could not find information about
implementing some AJAX functionality to populate a second drop down list
using the value from another drop down list.
If there is a company or individual willing to offer a quote to
implement this you can contact us off list to discuss the details.