Hi,
We want to have a registration form outside RT where users can
registrate and report about problems. The reason we want this is because
some users (we are at a university) use the phone instead of using RT
and email.
The info the user registrates in the application form is registrated in
the RT database and will pop up as a new ticket in our main queue.
I know it is not recommended to interact directly with the database, but
the application form is strongly wanted from my leaders.
Hilde
-----Opprinnelig melding-----Fra: Ruslan Zakirov [mailto:ruslan.zakirov@gmail.com]
Sendt: 31. august 2005 17:32
Til: Hilde T Lauvset Rafaelsen
Kopi: rt-users@lists.bestpractical.com
Emne: Re: [rt-users] Table relations in RT
Hi,
When a new Ticket is created in RT which tables are updated? Is a new
item insertet in Principals, CachedGroupMembers, GroupMembers and Groups
every time a new ticket is created?
Yes, RT always creates role groups while Ticket creation.
I have looked at the RT database schema and tried to analyze the
relation between all tables, but isn’t 100% sure I understand
everything. It would have been helpful if I could have looked at an
insert example, but I don’t know where all the insert, select and delete
queries are hide in RT.
Did you see DBSchema on the wiki?
Hope anyone can help me here.
I think no one can help you becuase we don’t know what are you trying to
do. Direct interactions with RT DB are not recommended. RT development
process doesn’t guaranty any compatibility of the DB schema in future
versions. RT API is backward-compatible in most cases.
–
Hilde
Best regards, Ruslan.
Where can I find this Perl API? Ant the other interfaces?
Hilde
-----Opprinnelig melding-----Fra: Ruslan Zakirov [mailto:ruslan.zakirov@gmail.com]
Sendt: 1. september 2005 11:36
Til: Hilde T Lauvset Rafaelsen
Emne: Re: [rt-users] Table relations in RT
Specially for you there is Perl API that allow you to create tickets.
Also there is REST/Atom interfaces, mailgate and rt_cli.
Hi,
We want to have a registration form outside RT where users can
registrate and report about problems. The reason we want this is
because some users (we are at a university) use the phone instead of
using RT and email.
The info the user registrates in the application form is registrated
in the RT database and will pop up as a new ticket in our main queue.
I know it is not recommended to interact directly with the database,
but the application form is strongly wanted from my leaders.
Hilde
-----Opprinnelig melding-----
Fra: Ruslan Zakirov [mailto:ruslan.zakirov@gmail.com]
Sendt: 31. august 2005 17:32
Til: Hilde T Lauvset Rafaelsen
Kopi: rt-users@lists.bestpractical.com
Emne: Re: [rt-users] Table relations in RT
Hi,
When a new Ticket is created in RT which tables are updated? Is a
new
item insertet in Principals, CachedGroupMembers, GroupMembers and
Groups every time a new ticket is created?
Yes, RT always creates role groups while Ticket creation.
I have looked at the RT database schema and tried to analyze the
relation between all tables, but isn’t 100% sure I understand
everything. It would have been helpful if I could have looked at an
insert example, but I don’t know where all the insert, select and
delete queries are hide in RT.
Did you see DBSchema on the wiki?
Hope anyone can help me here.
I think no one can help you becuase we don’t know what are you trying
to do. Direct interactions with RT DB are not recommended. RT
development process doesn’t guaranty any compatibility of the DB
schema in future versions. RT API is backward-compatible in most
cases.
–
Hilde
–
Best regards, Ruslan.
Best regards, Ruslan.
We want to have a registration form outside RT where users can
registrate and report about problems. The reason we want this is because
some users (we are at a university) use the phone instead of using RT
and email.
The info the user registrates in the application form is registrated in
the RT database and will pop up as a new ticket in our main queue.
I know it is not recommended to interact directly with the database, but
the application form is strongly wanted from my leaders.
The easiest way to do this, and several people have reported doing so
on the list, is to create a webform that sends an email to the
appropriate queue address in RT. You’ll want to validate some things,
of course. This is an excellent way to make sure your original ticket
opening email contains enough information to get the work done, since
your form and email script can be as complex as seems warranted, while
requiring almost no knowledge of RT internals, not hacking on the code
or databases.
Cheers,
– jra
Jay R. Ashworth jra@baylink.com
Designer Baylink RFC 2100
Ashworth & Associates The Things I Think '87 e24
St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274
"NPR has a lot in common with Nascar... we both turn to the left."
- Peter Sagal, on Wait Wait, Don't Tell Me!