Web form type problem

RT Users
1

Hello All,

I have searched the list archives and cannot find anyting solid on
this requirement, so here goes:
I have a very specific web form which is used to send different types
of emails out to clients. The catch is that now any out going must be
injected into RT and then sent out to the client. So when the client
replies to this email it goes straight into the relevant queue in RT.

As far as I can see, the cgi script behind the form must have some way
of obtaining the ticket number before the mail is actually sent out to
the client therefore enabling the reply to go to RT

Can this be done?
Any pointer on this would be greatly appreciated!

Kind regards,
John

2

At Wednesday 6/22/2005 10:55 AM, Jay wrote:

Hello All,

I have searched the list archives and cannot find anyting solid on
this requirement, so here goes:
I have a very specific web form which is used to send different types
of emails out to clients. The catch is that now any out going must be
injected into RT and then sent out to the client. So when the client
replies to this email it goes straight into the relevant queue in RT.

As far as I can see, the cgi script behind the form must have some way
of obtaining the ticket number before the mail is actually sent out to
the client therefore enabling the reply to go to RT

Can this be done?
Any pointer on this would be greatly appreciated!

Kind regards,
John

John,

Sounds like your cgi script should send mail not to the client, but just to
RT with the From header set to the client’s email address. Configure the RT
queue to send mail to the requestor. Then the client will get a copy of the
mail including the ticket number.

Steve

3

Thanks for that,
Do I need to create a new scrip that will send this mail out to the client?On 6/22/05, Stephen Turner sturner@mit.edu wrote:

At Wednesday 6/22/2005 10:55 AM, Jay wrote:

Hello All,

I have searched the list archives and cannot find anyting solid on
this requirement, so here goes:
I have a very specific web form which is used to send different types
of emails out to clients. The catch is that now any out going must be
injected into RT and then sent out to the client. So when the client
replies to this email it goes straight into the relevant queue in RT.

As far as I can see, the cgi script behind the form must have some way
of obtaining the ticket number before the mail is actually sent out to
the client therefore enabling the reply to go to RT

Can this be done?
Any pointer on this would be greatly appreciated!

Kind regards,
John

John,

Sounds like your cgi script should send mail not to the client, but just to
RT with the From header set to the client’s email address. Configure the RT
queue to send mail to the requestor. Then the client will get a copy of the
mail including the ticket number.

Steve

4

Hi all,
I am was able to create a ticket a few days back but right now i get this
error:

[Wed Jun 22 17:11:08 2005] [warning]: RT::Handle=HASH(0xac8fc50) couldn’t
execute the query ‘INSERT INTO Tickets (Status, Queue, Started, Type,
InitialPriority, Starts, id, LastUpdated, Subject, FinalPriority, Creator,
Owner, LastUpdatedBy, Resolved, Created, Priority, Due) VALUES (?, ?, ?,
?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)’ at
/usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line
494, line 139.
(/usr/local/rt/lib/RT.pm:277)
[Wed Jun 22 17:11:08 2005] [crit]: Couldn’t create a ticket: Object could
not be created (/usr/local/rt/lib/RT/Ticket_Overlay.pm:590)
[Wed Jun 22 17:11:08 2005] [error]: WebRT: Ticket could not be created due
to an internal error () (/usr/local/rt/share/html/Elements/Error:76)

Is there something wrong out here, i am not sure since i am a new to
RT??Any suggestions will be helpful.

Regards,
Ahalya Nathan
Senior Programmer / Analyst
Information Technology, Metropolitan Utilities District
(402) 449-8218 phone
(402) 449-8131 fax
ahalya_nathan@mudnebr.com

5

At Wednesday 6/22/2005 12:18 PM, Jay wrote:

Thanks for that,
Do I need to create a new scrip that will send this mail out to the client?

I think RT out of the box has a global scrip that autoreplies to the client
when a new ticket is created- you might want to tweak the template to
format the email to suit your needs.

Steve

6

Again Stephen, thank you. I have modified the scrip to reply with Content().
Job done. :)On 6/22/05, Stephen Turner sturner@mit.edu wrote:

At Wednesday 6/22/2005 12:18 PM, Jay wrote:

Thanks for that,
Do I need to create a new scrip that will send this mail out to the client?

I think RT out of the box has a global scrip that autoreplies to the client
when a new ticket is created- you might want to tweak the template to
format the email to suit your needs.

Steve