Ticket creation and custom fields

RT Users
1

I’ve been trying to create a web form that will allow our students/faculty
to generate a trouble ticket. The problem is the ticket queue in
question has a vital custom field that needs to be filled. These forms
have fields for the custom fields that the related queue contains. The
goal is to have a form that will add the custom field values in addition
to creating the ticket.

I’m having a heck of a time trying to figure out how to get this to work.

I finally found a solution, but am looking for a better one. The solution
I implemented is to have the cgi script call the ./rt binary and pass
arguments from the form. Each system call to the rt binary generates some
output, so I’m parsing the output to get the ticket number, then doing
manual SQL calls through perl DBI to insert the custom field value.

Anyone have a better solution?

-Matt

2

Matt,

Sounds like you need Dirk Pappe’s Extract Custom Fields contrib
(see Request Tracker Wiki). Your
web form would generate the appropriate email message to RT.

It’s working well for me.

Steve

At Thursday 5/6/2004 12:12 PM, Matt Grosland wrote:

3

Jesse, what about custom fields in self service interface in rt 3.1 and 3.2?
Is it also somehow possible to select if a custom field is only accessible by priviledged users ?

Thanks

Samuel-----Original Message-----
From: Matt Grosland [mailto:grosland@mtsu.edu]
Sent: Thursday,06 May,2004 18:12
To: rt-users@lists.bestpractical.com
Subject: [rt-users] ticket creation and custom fields

I’ve been trying to create a web form that will allow our students/faculty to generate a trouble ticket. The problem is the ticket queue in question has a vital custom field that needs to be filled. These forms have fields for the custom fields that the related queue contains. The goal is to have a form that will add the custom field values in addition to creating the ticket.

I’m having a heck of a time trying to figure out how to get this to work.

I finally found a solution, but am looking for a better one. The solution I implemented is to have the cgi script call the ./rt binary and pass arguments from the form. Each system call to the rt binary generates some output, so I’m parsing the output to get the ticket number, then doing manual SQL calls through perl DBI to insert the custom field value.

Anyone have a better solution?

-Matt

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