Hi Alex,
Sounds like you may be looking for the external custom fields
functionality, please
see the link below for details:
https://docs.bestpractical.com/rt/4.4.1/extending/external_custom_fields.html
Best Regards
Martin
On 2016-10-10 15:15, Alex Hall wrote:
Hello list,
Another day, another proposed RT modification for me to investigate.
Our company has six remote representatives who each have a few hundred
customers they visit in person. The customer support team works
locally, and is the group who actually enters all the tickets. We want
reps to be able to look at tickets related to their customers, but we
want to do that in a dashboard and not as a CC. Since each rep has
hundreds of customers, and since the customer base for a rep can
change a lot, saved searches aren't an ideal solution. It is also too
error-prone and time-consuming to have staff enter a customer rep ID
for every ticket, as they already have to enter an order number and
other custom information. The good news is that, in databases we
already have, the order number can lead from the order, to the
customer, to the representative.
My thought is to have a cron job or a custom script that can take the
order number, look up the rep on our iSeries or MSSQL databases, and
fill in a custom field with the username of the relevant
representative. I like the idea of a script, so that users can see the
change immediately, but a cron job would probably be okay too. This
would then let us use a saved search that just finds tickets where the
rep name equals the name of the user whose dashboard it is, instead of
having hundreds of 'or' statements trying to find all possible
customer numbers.
* Can Perl code in scripts talk to an external database as I've
described?
* Can the RT cron tool do this job? If so, what might the workflow
look like? I haven't yet looked very deeply into this tool's abilities
or syntax.
Thanks for any thoughts. Debian 8.6, RT4.2.8 (hopefully going to be
4.4 sometime soon), MySQL database for RT. No, the server doesn't yet
have the drivers for these databases, but my question is about
integrating the information into RT and not about how Debian talks to
DB2 or Server.
--
Alex Hall
Automatic Distributors, IT department
[email protected]
---------
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
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---------
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017
