I'm thinking about using something like osticket. I'd use it for a user base I already have. My users would already be authenticated to the web server (their Apache REMOTE_USER would be set) and I have a database with user details. I'm thinking about writing an integration piece with 2 parts that would work something like this:
1) New Ticket
User goes to "open ticket" page
If REMOTE_USER is set then perform DB query against user table and prefill as many fields as you can
Show "open ticket" form
2) Check Ticket status
User goes to "ticket status" page
EITHER: If REMOTE_USER is set then perform DB query against user table and prefill email field, perhaps even prefill ticket number field with a drop down of all tickets (open)
OR: If REMOTE_USER is set then perform DB query against user table and then automatically go to the next page where the user is effectively logged in and can see all their tickets.
I envisage that
1) the user table is not "owned" by ticket, but eticket piggy-backs of existing tables
2) the "DB query against user table" would be user customisable and you would use DB aliases in the query to map fields in the table to the names eticket expects for prefilling fields
In order for me to make any progress on this I am wondering whether to use eticket or osticket (both seem to be under current development as well with frequent releases. Not having done a lot of research, they seem so similar.
I'd also need some pointers from the developers as to the best way my plans would work with osticket so that it would fit into osticket and could be reused by others.
Thanks
