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 ah...@autodist.com
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