NETWAYS/rt-extension-addservicedata

Add data to RT tickets based on web service requests

RT-Extension-AddServiceData

Table of Contents

1. About
2. License
3. Support
4. Requirements
5. Installation
6. Configuration

About

Add ticket meta data from webservices.

License

This project is licensed under the terms of the GNU General Public License Version 2.

This software is Copyright (c) 2018 by NETWAYS GmbH support@netways.de.

Support

For bugs and feature requests please head over to our issue tracker. You may also send us an email to support@netways.de for general questions or to get technical support.

Requirements

• RT 4.2

Installation

Extract this extension to a temporary location.

Git clone:

cd /usr/local/src
git clone https://github.com/NETWAYS/rt-extension-addservicedata

Tarball download:

cd /usr/local/src
wget https://github.com/NETWAYS/rt-extension-addservicedata/archive/master.zip
unzip master.zip

Navigate into the source directory and install the extension. (May need root permissions.)

perl Makefile.PL
make
make install

Edit your /opt/rt4/etc/RT_SiteConfig.pm

Add this line:

Plugin('RT::Extension::AddServiceData');

Clear your mason cache:

rm -rf /opt/rt4/var/mason_data/obj

Restart your webserver.

Configuration

Please combine this Action with a template and the following code:

Template Example

• Queries the URL with the parameter configured
• Iterate through the results
• Add for each row a new requestor with email in hash

{
    Type => 'AddRequestors',

    Field => 'email',

    RequestModule => 'RT::Extension::AddServiceData::HTTPRequest',

    RequestConfig => {
        uri => 'http://localhost:10088/iddp/data/db/idoit.owner/rest?q=isys_obj__sysid="__CustomField(SysID)__"&connection=__QueueName__'
    },

    ParserModule => 'RT::Extension::AddServiceData::RESTParser'
}

Add a CustomFieldValue:

{
    Type => 'AddCustomFieldValue',

    Field => 'accounts_id',
    CustomField => 'client',

    RequestModule => 'RT::Extension::AddServiceData::HTTPRequest',

    RequestConfig => {
        uri => 'http://localhost:10088/iddp/data/db/sugarcrm.contacts/rest?q=email_address="__RequestorAddresses__"',
        user => 'testuser',
        pass => 'testuser'
    },

    ParserModule => 'RT::Extension::AddServiceData::RESTParser'
}

Allowed replace strings:

__CustomField(<NAME>)__
__QueueName__
__RequestorAddresses__

(All other implementations of RT::Ticket -> __<METHOD>__)