RT Ticket creation


#1

Hello everybody,

 I have just started to develop a web application with RT. But I 

have some problems
that I couldn’t solve . I will be so grateful to you, if anyone can help me.

I have a php form in which users enter an incident and submit it. 

Then the app sends an
email to the person in charge of the incident. I am storing the datas
from the form to the
Tickets and Users tables in the RT’s database in order to create a
ticket in RT. But the sad
part is, when I login to the RT with my root account, I couldn’t see the
ticket that PHP app
created from the RT’s web interface . Php form inserts the datas to the
database from the
forms successfully. And my questions are:

* Why RT doesn't see the datas that I've inserted into the RT's
  database?
* How can I create a ticket outside the RT?
* Does RT needs to modify a file in order to create a new ticket?
* Can I use the RT's builtin ticket creation interface without
  authentication?

FYI: I am using RT 3.6.6 and Mysql 5.1, Apache 1.3.9 on FreeBSD.

Yours,
�ag(lar G�l�ehre

�ag(lar G�l�ehre
T�bitak Ulakbim
BlackSea Interconnection


#2

Hello everybody,

Ehlo,

I have just started to develop a web application with RT. But I have 

some problems
that I couldn’t solve . I will be so grateful to you, if anyone can help me.

I have a php form in which users enter an incident and submit it.
Then the app sends an
email to the person in charge of the incident. I am storing the datas
from the form to the
Tickets and Users tables in the RT’s database in order to create a
ticket in RT. But the sad
part is, when I login to the RT with my root account, I couldn’t see the
ticket that PHP app
created from the RT’s web interface . Php form inserts the datas to the
database from the
forms successfully. And my questions are:

  • Why RT doesn’t see the datas that I’ve inserted into the RT’s
    database?

Because you probably mis-inserted it.

  • How can I create a ticket outside the RT?

Never use the DB directly, ever use the perl RT API or the command line
"bin/rt" (in your case, maybe the rt command with a ticket template or
the web interface with the Offline tool).

  • Does RT needs to modify a file in order to create a new ticket?

no.


#3

Hello everybody,

 I have just started to develop a web application with RT. But I  

have some problems
that I couldn’t solve . I will be so grateful to you, if anyone can
help me.

I have a php form in which users enter an incident and submit  

it. Then the app sends an
email to the person in charge of the incident. I am storing the
datas from the form to the
Tickets and Users tables in the RT’s database in order to create a
ticket in RT. But the sad
part is, when I login to the RT with my root account, I couldn’t see
the ticket that PHP app
created from the RT’s web interface . Php form inserts the datas to
the database from the
forms successfully. And my questions are:
Why RT doesn’t see the datas that I’ve inserted into the RT’s
database?
How can I create a ticket outside the RT?
Does RT needs to modify a file in order to create a new ticket?
Can I use the RT’s builtin ticket creation interface without
authentication?
FYI: I am using RT 3.6.6 and Mysql 5.1, Apache 1.3.9 on FreeBSD.

Best not to directly modify the database, there are several tools that
will let you interact with the database cleanly outside of the web
interface including:

The REST interface - If using Perl consider the RT::Client::REST
library - http://search.cpan.org/~dams/RT-Client-REST-0.36/lib/RT/Client/REST.pm
The RT Tool - http://wiki.bestpractical.com/view/UseRtTool
The RT CLI libraries (if you were using Perl) - http://wiki.bestpractical.com/view/CliBasics

Hope that helps.

Derek


#4

Simplest route is to have that form send an email with the requestor as
the From and let RT do al lthe back-end work.

Caglar wrote:

Hello everybody,

 I have just started to develop a web application with RT. But I 

have some problems
that I couldn’t solve . I will be so grateful to you, if anyone can
help me.

I have a php form in which users enter an incident and submit it. 

Then the app sends an
email to the person in charge of the incident. I am storing the datas
from the form to the
Tickets and Users tables in the RT’s database in order to create a
ticket in RT. But the sad
part is, when I login to the RT with my root account, I couldn’t see
the ticket that PHP app
created from the RT’s web interface . Php form inserts the datas to
the database from the
forms successfully. And my questions are:

* Why RT doesn't see the datas that I've inserted into the RT's
  database?
* How can I create a ticket outside the RT?
* Does RT needs to modify a file in order to create a new ticket?
* Can I use the RT's builtin ticket creation interface without
  authentication?

FYI: I am using RT 3.6.6 and Mysql 5.1, Apache 1.3.9 on FreeBSD.

Yours,
Çağlar Gülçehre


Çağlar Gülçehre
Tübitak Ulakbim
BlackSea Interconnection



http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati


#5

The most common way I’ve seen this done (user data -> php form -> RT
ticket) is to have php do a sanity check on the form data and then e-mail
it to RT. If you want the data shoved into custom fields, you can have an
OnCreate scrip in RT do it and you never have to touch the database.

Regards,
Gene

At 05:50 AM 7/3/2008, Caglar wrote:

Hello everybody,

 I have just started to develop a web application with RT. But I have 

some problems
that I couldn’t solve . I will be so grateful to you, if anyone can help me.

I have a php form in which users enter an incident and submit it. 

Then the app sends an
email to the person in charge of the incident. I am storing the datas from
the form to the
Tickets and Users tables in the RT’s database in order to create a ticket
in RT. But the sad
part is, when I login to the RT with my root account, I couldn’t see the
ticket that PHP app
created from the RT’s web interface . Php form inserts the datas to the
database from the
forms successfully. And my questions are:

  • Why RT doesn’t see the datas that I’ve inserted into the RT’s database?
  • How can I create a ticket outside the RT?
  • Does RT needs to modify a file in order to create a new ticket?
  • Can I use the RT’s builtin ticket creation interface without
    authentication?
    FYI: I am using RT 3.6.6 and Mysql 5.1, Apache 1.3.9 on FreeBSD.

Yours,
Ça lar Gülçehre


Ça lar Gülçehre
Tübitak Ulakbim
BlackSea Interconnection


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Gene LeDuc, GSEC
Security Analyst
San Diego State University


#6

Hello everybody,

I have just started to develop a web application with RT. But I
have some problems
that I couldn’t solve . I will be so grateful to you, if anyone can
help me.

I have a php form in which users enter an incident and submit it.
Then the app sends an
email to the person in charge of the incident. I am storing the
datas from the form to the
Tickets and Users tables in the RT’s database in order to create a
ticket in RT. But the sad
part is, when I login to the RT with my root account, I couldn’t see
the ticket that PHP app
created from the RT’s web interface . Php form inserts the datas to
the database from the
forms successfully. And my questions are:

  • Why RT doesn’t see the datas that I’ve inserted into the RT’s
    database?
  • How can I create a ticket outside the RT?
  • Does RT needs to modify a file in order to create a new ticket?
  • Can I use the RT’s builtin ticket creation interface without
    authentication?

FYI: I am using RT 3.6.6 and Mysql 5.1, Apache 1.3.9 on FreeBSD.

Yours,
Çag(lar Gülçehre

You can’t just populate the RT database without using the correct RT
APIs.

If you really want this done externally from RT you need to use the
REST web API or write some perl modules which use the RT perl API.

Regards,
Tom