RT And Asterisk

From Olden Timey Wiki

Contents 1 Introduction 2 Requirements 3 Installation 4 Security Notes

Introduction

(Information about integrating Request Tracker (A helpdesk ticketing system by J. Vincent) with The Asterisk PBX (A Linux-based telephony platform by Mark Spencer ).

The package enables the creation and management of RT trouble tickets via telephone.

When an RT ticket is created or updated, a voice recording of the customers call is attached to the ticket as a WAV sample.

Users may update existing tickets with voice samples as well.

Please note that you may have a lot of trouble with this unless you're using the ancient 3.2 branch of RT. If you have any patches or suggestions I would love to hear about them.

Requirements

1. Asterisk PBX
2. Request Tracker , Version 3.2 (Exact versions here)
3. rt-soap-server.pl from Best Practical
4. Install SOAP::Lite and MIME::Entity from CPAN if you don't already have them
5. rt_ticket.agi
6. Download these crude sounds

Installation

1. Fire up rt-soap-server.pl and make sure that it gets started upon the next reboot. Edit the library path if you don't install RT into /opt/rt3.
2. Customize rt_ticket.agi with a text editor to suit your environment.
3. Unpack asterisk-rt-sounds.tar.gz into /var/lib/asterisk/sounds
4. configure your dialplan like so:

[rtphone]
exten => s,1,AGI(/etc/asterisk/rt_ticket.agi)

At this point you should hopefully be able to dial the AGI script and interact with your RT system.

Security Notes

• By default rt-soap-server.pl runs on port 9000 .
• soap-server.pl is probably not something you want to expose to the world, so please use a private network, firewalling or an interconnect to communicate with the server..