The RT wiki and a small flame (was: Re: Creating tickets from external form)

I wish the wiki were easier to use. I’m not a complete noob to RT, but new
enough that I’m not comfortable updating the wiki especially since I rarely
can find what I am looking for. For example, I don’t know what REST is. I go
to the wiki and put REST in the search field and get 3 pages of links, most
of them have nothing to do with REST (I still haven’t found the relevent
article) and I can’t take time to go through them all to find it.

Sorry for the rant. I’m just frustrated with the wiki.
Steve Holmes.On 3/5/07, Roy El-Hames rfh@pipex.net wrote:

Mario;
Adding new field to the tickets table is just asking for trouble, if not
now for sure when its upgrade time.
CF are the way to go, and instead of using form action you’ll be better
of using REST and the rt cli …
have a in the wiki about REST and how to use it.
Roy

Mario Gomide wrote:

Hi there!

Since nobody answered and I haven’t found a reasonable solution, I’m
asking again…

I’m thinking of creating a static field (from wich I can fill from an
external form as described before), and create a field on the Ticket
table.
Any other (better) ideas? Can I do this without affecting the rest of
the system?

I appreciate your help.

Mario Gomide

Mario Gomide escreveu:

Hi,

I use some external application to generate service requests.

This application posts its contents to RT via an html form. That
means that the contents are passed via URL as follows, for example:

https://my.rt.site/rt/Ticket/Create.html?Queue=int&Subject=Text&Content=text
"

method=GET>
Then I get to the Create.html page to fill in other fields and
confirm the creation, which means that I can’t use “create by mail”
(unless I can confirm and fill in other fields).

How do I pass custom field values through the URL? My custom fields
are in all the queues, so I don’t have to worry about de
queue-dependancy of each CF.

Thank you very much!

Mario Gomide


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


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


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

I believe I found the missing link between animal and civilized man. It is
us. -Konrad Lorenz, ethologist, Nobel laureate (1903-1989)

We in America do not have government by the majority. We have government by
the majority who participate. -Thomas Jefferson, third US president,
architect and author (1743-1826)

May be it’s not there. As well as other terms are not there, but there
is Request Tracker Wiki with next text “Feel free
to add terms even without descriptions, may be once somebody add a
descrition, but sure adding term with a description is much better”.

I’ll try to explain one simple thing: you’re the best person to add
new content to the wiki. Why? Because you’re the most interested party
in getting new knowledge. I know what is REST, at least I know that
it’s interface RT has and RT’s CLI is using it, I know where to find
more answers and where should I hack if something doesn’t work right,
I don’t know if people are interested in this info or not, so I don’t
care about writing something.

You don’t know what is REST. Ok. Google for it, ask on the list, but
then when you’ll get an answer open the wiki add REST page to glossary
and fill in what you’ve figured out. That’s all. People spend time to
describe it to you, so you have to spend your time too to pay them
back. Try to avoid “Thank you, problem is solved” and write something
like “Thank you, I’ve updated the wiki with this info, you can find it
here URL”.

As far as I can see your question is “How to create ticket from an
external app”? In various forms this question has been asked many-many
times, I even think this should be added to FAQ. As well this question
has been answered many-many times, but no one as I recall have added
answers to wiki. You can be the first one.On 3/6/07, Steve Holmes sholmes42@mac.com wrote:

I wish the wiki were easier to use. I’m not a complete noob to RT, but new
enough that I’m not comfortable updating the wiki especially since I rarely
can find what I am looking for. For example, I don’t know what REST is. I go
to the wiki and put REST in the search field and get 3 pages of links, most
of them have nothing to do with REST (I still haven’t found the relevent
article) and I can’t take time to go through them all to find it.

Sorry for the rant. I’m just frustrated with the wiki.
Steve Holmes.

On 3/5/07, Roy El-Hames <rfh@pipex.net > wrote:

Mario;
Adding new field to the tickets table is just asking for trouble, if not
now for sure when its upgrade time.
CF are the way to go, and instead of using form action you’ll be better
of using REST and the rt cli …
have a in the wiki about REST and how to use it.
Roy

Mario Gomide wrote:

Hi there!

Since nobody answered and I haven’t found a reasonable solution, I’m
asking again…

I’m thinking of creating a static field (from wich I can fill from an
external form as described before), and create a field on the Ticket
table.
Any other (better) ideas? Can I do this without affecting the rest of
the system?

I appreciate your help.

Mario Gomide

Mario Gomide escreveu:

Hi,

I use some external application to generate service requests.

This application posts its contents to RT via an html form. That
means that the contents are passed via URL as follows, for example:

https://my.rt.site/rt/Ticket/Create.html?Queue=int&Subject=Text&Content=text"

method=GET>
Then I get to the Create.html page to fill in other fields and
confirm the creation, which means that I can’t use “create by mail”
(unless I can confirm and fill in other fields).

How do I pass custom field values through the URL? My custom fields
are in all the queues, so I don’t have to worry about de
queue-dependancy of each CF.

Thank you very much!

Mario Gomide


The rt-users Archives

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


The rt-users Archives

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


The rt-users Archives

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


I believe I found the missing link between animal and civilized man. It is
us. -Konrad Lorenz, ethologist, Nobel laureate (1903-1989)

We in America do not have government by the majority. We have government by
the majority who participate. -Thomas Jefferson, third US president,
architect and author (1743-1826)


The rt-users Archives

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

Best regards, Ruslan.