NAME

RT::Action::UpdateIcestack - Send ticket updates to Icestack

DESCRIPTION

This RT ScripAction is invoked when a ticket is updated and sends the update through to Icestack.

INSTALLATION

Can be installed using the following commands:

perl Makefile.PL
make
make install
make initdb

CONFIGURATION

Enable Plugin

Update RT_SiteConfig.pm with a line similar to the below:

Set(@Plugins,(qw(RT::Action::UpdateIcestack)));

Create Scrip

This Scrip will invoke the ScripAction installed above whenever a ticket is updated.

Log onto RT web interface as root
Click Tools->Configuration->Global->Scrips->Create
Enter in Scrip Fields as follows:
    Description: Send update to Icestack
    Condition: On Transaction
    Action: Update Icestack
    Template: Global template: Transaction
    Stage: TransactionCreate
Click Create

Add custom fields to Users table

These fields are used to associate an RT User with a particular Icestack instance.

Log onto RT web interface as root
Click Tools->Configuration->Custom Fields->Create
    Name: IcestackCode
    Description: Key code issued from Icestack
    Type: Enter one value
    Applies to: Users
Click Tools->Configuration->Custom Fields->Create
    Name: IcestackHostURL
    Description: Host URL used to push updates back into Icestack
    Type: Enter one value
    Applies to: Users
Click Create

Configure Icestack Integration

Icestack communicates with RT via an RT User. It is necessary to populate the IcestackCode and IcestackHostURL fields for this User so that the update mechanism will function.

This User should have access to one or more queues. These will be visible to the Icestack system.

The instructions given below are for creation of new User and Queue(s). It is also possible to modify an existing User.

Create User

As alluded to above this User will be associated with a particular Icestack instance via the custom fields.

Log onto RT web interface as root
Click Tools->Configuration->Users->Create
    Username: <user name>
    Let this user access RT: CHECK
    Let this user be granted rights (Privileged): CHECK
    IcestackHostURL: <url>
    IcestackCode: <code>
Click Create

Create Queue and assign rights for User

Create one or more Queues to be associated with the User and Icestack instance.

Log onto RT web interface as root
Click Tools->Configuration->Queues->Create
    Queue Name: <queue name>
    Description: Queue for <user name>
    Lifecycle: default
Click Create
Click Tools->Configuration->Queues->Select
Click <queue name>
Click User Rights
Add rights for this user: <user name>
    Create tickets: CHECK
    View queue: CHECK
    View ticket summaries: CHECK
    Modify tickets: CHECK
    (others may be necessary, depending...)
Click Save Changes

NOTES

To assist with testing the integration the XML exchange with Icestack is logged to /tmp/ui_debug.log.

AUTHOR

Mark Ibell <marki@econz.co.nz>

COPYRIGHT

Copyright (c) 2013 Experieco Ltd. All rights reserved. Use of this source code is governed by a BSD-style license that can be found in the LICENSE file.

cpanm RT::Action::UpdateIcestack

perl -MCPAN -e shell
install RT::Action::UpdateIcestack