[unisog] Request Tracker Usage

E. Todd Atkins Todd.Atkins at UCSB.EDU
Fri Apr 25 19:19:18 GMT 2003

I have been very satisfied in using Request Tracker for tracking security 
incidents, but I have not altered it yet. I would like to add LDAP and 
other database lookup functionality to it because I initiate the creation 
of tickets most of the time and end up searching for and entering the 
information by hand every time.

I would also like to add some sort of "canned" message insertion feature to 
the "Update ticket" and "Create Ticket" pages because I initiate and update 
a lot of tickets with messages that differ only slightly.

Has anyone attempted adding hooks for these types of things?

Todd Atkins
 Network Security Coordinator
 UCSB/Office of Information Technology

--On Friday, April 25, 2003 12:18:39 AM -0700 Allen Chang 
<allen at rescomp.berkeley.edu> wrote:

> I'm sure quite a few of you out there are using Request Tracker. So here's
> a question about how you're using it.
> Is anyone using RT for tickets in a way that includes IP specific
> information (ie mac address, owner, phone number) from another database
> upon creation of a ticket?
> I'm looking at using RT for security incident ticketing but I need to
> make sure that we can automatically pull in owner information when sent an
> email with an IP address. The documentation seems to hint that this is
> possible through scrips or even modifying the modules.
> Are there any other suggestions on how to insert user data into a created
> ticket without manually typing it in?
> Thanks!
> Allen Chang
> Network Security Coordinator
> Residential Computing
> UC Berkeley

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