Web form ticket creation with customized fields

RT Users
1

Hello,

We’re working setting on a web form that will submit new tickets into
RT. Part of the project spec includes some additional fields, which I
believe hamper us from simply creating an e-mail based ticket that gets
created.

We are also collecting address and phone number information for the
submitor, as well as some fields which are custom to our queue.
I’m interested to know how others might have solved this, or ideas
you have for this case.

Here’s what I’m thinking is a possible solution:

  1. First we create a user just for the purpose of submitting these kinds
    of tickets.

  2. Using the WWW::Mechanize perl module (which works like a web
    browser), we login as our user, and create the ticket in RT’ss web-based
    interface, setting the requestor field to the e-mail address the user
    gave, as well as the custom fields.

We could first search to see if this user exists. If not, the user could
be created, with the additional fields filled in. If the user already
exists, I’m not inclined to automatically update their record.

  1. Once the ticket is created, (still using WWW::Mechanize), we notice
    the ticket number and proceed to update it, populating any fields that
    weren’t available in the ticket creation process. (I’m not sure what
    these would be.)

Thanks for any suggestions

Mark

. . . . . . . . . . . . . . . . . . . . . . . . . . .
Mark Stosberg Principal Developer
mark@summersault.com Summersault, LLC
765-939-9301 ext 202 database driven websites
. . . . . http://www.summersault.com/ . . . . . . . .

2

Could you provide your script to get a better idea.-----Original Message-----
From: Mark Stosberg [mailto:mark@summersault.com]
Sent: Monday, September 15, 2003 6:35 PM
To: rt-users@lists.fsck.com
Subject: [rt-users] web form ticket creation with customized fields

Hello,

We’re working setting on a web form that will submit new tickets into RT.
Part of the project spec includes some additional fields, which I believe
hamper us from simply creating an e-mail based ticket that gets created.

We are also collecting address and phone number information for the
submitor, as well as some fields which are custom to our queue. I’m
interested to know how others might have solved this, or ideas you have for
this case.

Here’s what I’m thinking is a possible solution:

  1. First we create a user just for the purpose of submitting these kinds of
    tickets.

  2. Using the WWW::Mechanize perl module (which works like a web browser), we
    login as our user, and create the ticket in RT’ss web-based interface,
    setting the requestor field to the e-mail address the user gave, as well as
    the custom fields.

We could first search to see if this user exists. If not, the user could be
created, with the additional fields filled in. If the user already exists,
I’m not inclined to automatically update their record.

  1. Once the ticket is created, (still using WWW::Mechanize), we notice
    the ticket number and proceed to update it, populating any fields that
    weren’t available in the ticket creation process. (I’m not sure what these
    would be.)

Thanks for any suggestions

Mark

. . . . . . . . . . . . . . . . . . . . . . . . . . .
Mark Stosberg Principal Developer
mark@summersault.com Summersault, LLC
765-939-9301 ext 202 database driven websites
. . . . . http://www.summersault.com/ . . . . . . . .

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3

In article 7DC404391E19FF4B97028E7790C9C54A09A37C7F@mail01.ibill.com, ESantelices@ibill.com wrote:

Could you provide your script to get a better idea.

There is no script yet. I thought I would ask for general ideas and
advice before I started.

Mark