I don't use custom fields because : - I don't want users to log in the self service to create requests - I don't want to create custom fields per queue (especially mandatory ones) because the DNS queue can be used to request a new DNS entry, but also to report DNS problems or ask anything related to DNS.
We can use web pages, but it's more or less creating a kind of portal. Do you have a technology/framework recommendation to do this ? Thanks! On Fri, Feb 13, 2009 at 7:52 PM, Jerrad Pierce <[email protected]> wrote: > On Fri, Feb 13, 2009 at 13:39, Gene LeDuc <[email protected]> wrote: >> We use web pages to do this. User goes to DNS request page, fills in form, >> php does some sanity-checking on the data, data gets formatted and mailed >> to RT, RT creates ticket in DNS queue. Repeat for e-mail aliases, firewall > That's not the best way to go about this. Either use a customized self-service > interface, enable support for actions by email (so you can set custom fields), > or use the REST interface. The second option will take the least work with > your > system, but there are security considerations to consider. See the wiki. > > -- > Cambridge Energy Alliance: Save money. Save the planet. > -- L.B. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [email protected] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
