RT integration with Asterisk open source PBX (rt-soap-server.pl & 3.4.1)?

RT Developers
1

Hi,
I’m currently using the Asterisk PBX (http://www.asterisk.org) and RT 3.4.1.

I’d like to have the ability for tickets to be created automatically
from callers to the
Asterisk PBX.

e.g.

Caller calls the tech support department number:
"Welcome to technical support, please leave a description of your
fault after the tone. Press

when done"

(caller leaves fault report)
“please wait your fault it being logged”
“Your ticket number is 1234 blah blah blah”

I’d also like the ability for callers to be able to query a RT ticket
via a phone call to asterisk.

e.g.

“Please enter your ticket number”
(caller keys in RT ticket number via phone keypad)
“please wait whilst we get your ticket details”
“Currently your ticket is in status <pending/stalled/completed/etc>”

I have tried the Asterisk AGI from this page:

http://megaglobal.net/docs/asterisk/html/rtasterisk.html

but it seems that the rt-soap-server.pl does not work with the version
of RT I am using, 3.4.1 .

As a result the interface between RT and asterisk does not work.

Has anybody got something like this working? Is there a likely fix for
the rt-soap-server.pl which will make it work with 3.4.1 ?

Here’s hoping!!

Thanks

Mike
p.s. I’ve posted similar messages to the asterisk community but so far
drawn a blank.

2

I’ve managed to get a little further with this. I’d made an error in
the Asterisk AGI file,
so now it actually creates a ticket in RT and feeds back to the user
the ticket number.

However the append to ticket feature does not work.

I notice the rt-soap-server.pl seems a little flakey? It seems to
crash occasionally
for little reason. I’d also like the ability to query a ticket number
and feed back the status
of the ticket.

Is there a bounty scheme with RT for the developers?

thanks

MikeOn 4/23/05, Mike Dent mcdent@gmail.com wrote:

Hi,
I’m currently using the Asterisk PBX (http://www.asterisk.org) and RT 3.4.1.

I’d like to have the ability for tickets to be created automatically
from callers to the
Asterisk PBX.

e.g.

Caller calls the tech support department number:
"Welcome to technical support, please leave a description of your
fault after the tone. Press

when done"

(caller leaves fault report)
“please wait your fault it being logged”
“Your ticket number is 1234 blah blah blah”

I’d also like the ability for callers to be able to query a RT ticket
via a phone call to asterisk.

e.g.

“Please enter your ticket number”
(caller keys in RT ticket number via phone keypad)
“please wait whilst we get your ticket details”
“Currently your ticket is in status <pending/stalled/completed/etc>”

I have tried the Asterisk AGI from this page:

http://megaglobal.net/docs/asterisk/html/rtasterisk.html

but it seems that the rt-soap-server.pl does not work with the version
of RT I am using, 3.4.1 .

As a result the interface between RT and asterisk does not work.

Has anybody got something like this working? Is there a likely fix for
the rt-soap-server.pl which will make it work with 3.4.1 ?

Here’s hoping!!

Thanks

Mike
p.s. I’ve posted similar messages to the asterisk community but so far
drawn a blank.