Writing a custom ticket submission form..?

We want to start tracking change request documents in RT. In order to do
this, we want to create a custom form that has multiple input textarea boxes
to make sure that we collect all of the necessary information. I’d like to
massage the data from all of those input boxes and make it the body of an RT
ticket. What’s the best way to go about this without using the RT mail
interface?

We want to start tracking change request documents in RT. In order to do
this, we want to create a custom form that has multiple input textarea boxes
to make sure that we collect all of the necessary information. I’d like to
massage the data from all of those input boxes and make it the body of an RT
ticket. What’s the best way to go about this without using the RT mail
interface?

We use RT for change control at a client. We use custom fields
for the change information.

-Todd

We want to start tracking change request documents in RT. In order to do
this, we want to create a custom form that has multiple input textarea
boxes to make sure that we collect all of the necessary information. I’d
like to massage the data from all of those input boxes and make it the
body of an RT ticket. What’s the best way to go about this without using
the RT mail interface?

Maybe a custom web based form that can takes all of the data needed (could
even use Javascript and Server side checking to make sure required data is
there). Then “massage” as neccessary and send it to RT via email in order
to create the ticket?

Jay
Jay Lee
Network / Systems Administrator
Information Technology Dept.
Philadelphia Biblical University

We want to start tracking change request documents in RT. In order to do
this, we want to create a custom form that has multiple input textarea
boxes
to make sure that we collect all of the necessary information. I’d like
to
massage the data from all of those input boxes and make it the body of an
RT
ticket. What’s the best way to go about this without using the RT mail
interface?

Hi,

You could use the RT::Client::REST interface if you’re using perl on the
server handling the form submission (found on CPAN).

Alternatively, you could use the Offline upload form and write a handler for
it in the language of your choice.
I wrote something for php but I haven’t found a nice way of getting php to
submit a form via either a POST or GET method without re-directing you to
the page itself, so I’ve ended up hacking something together opening the
socket directly - not very nice, and doesn’t give nice errors.

As a third route, you could try and write a REST handler in the language of
your choice if one doesn’t exist already.

Regards,

Andrew Nicols

At Thursday 9/21/2006 09:39 AM, amy.rich@tufts.edu wrote:

We want to start tracking change request documents in RT. In order to do
this, we want to create a custom form that has multiple input textarea boxes
to make sure that we collect all of the necessary information. I’d like to
massage the data from all of those input boxes and make it the body of an RT
ticket. What’s the best way to go about this without using the RT mail
interface?

Hi Amy,

When you say “custom form” do you mean an addition to RT or a web
form that’s on another web server somewhere? If the latter, I’m
wondering why you want to avoid the email interface? Many of our
customers have web forms that send mail into RT and the setup works
well for them.

Steve

sturner> When you say “custom form” do you mean an addition to RT or a web
sturner> form that’s on another web server somewhere?

The web form needs to reside on the RT server. One of the requirements from
management is that we don’t use the mail interface because of security
concerns (ie this queue can’t recieve email because RT can’t authenticate email
tickets).

We had similar requirement and the reason the email interface was not
preferred is because we wanted interaction, immediate visibility of what
in the ticket via the same web form interface … I opted for a soap
service to create/update and display tickets using soap::lite.
Roy

Stephen Turner wrote:

sturner> When you say “custom form” do you mean an addition to RT or a web
sturner> form that’s on another web server somewhere?

The web form needs to reside on the RT server. One of the requirements from
management is that we don’t use the mail interface because of security
concerns (ie this queue can’t recieve email because RT can’t authenticate email
tickets).

RT can authenticate e-mail if it is properly signed and RT is
configured correctly.

We had similar requirement and the reason the email interface was not

preferred is because we wanted interaction, immediate visibility of
what
in the ticket via the same web form interface … I opted for a soap
service to create/update and display tickets using soap::lite.

Roy,

I’d love to know more about this. What does your system look like from
the users’ perspective. What kind of immediate feedback do they get?

-Tim

Tim Wilson, Director of Technology
Buffalo-Hanover-Montrose Schools
214 1st Ave NE Buffalo, MN 55313
ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us