README

Laravel package to interact with Request Tracker (RT) through the REST2 API. Supports token, basic auth and client-certificate (mTLS) authentication. Compatible with Laravel 10 → 13 and PHP 8.2+.

API reference: https://docs.bestpractical.com/rt/6.0.2/RT/REST2.html

Installation

composer require samuel-olavo/laravel-rt-bestpratical

Publish the configuration (optional — a config merge is provided by default):

php artisan vendor:publish --provider="SamuelOlavo\LaravelRTBestpratical\RTServiceProvider" --tag=rt-config

Set in .env:

RT_BASE_URL="https://my.rt.server/REST/2.0"
RT_API_TOKEN="your-api-token"

For mTLS, set RT_CERTIFICATE=true and the certificate paths (see .env.example).

Usage

Resolve the service from the container (singleton) or via the rt alias:

use SamuelOlavo\LaravelRTBestpratical\RTService;

$rt = app(RTService::class); // or app('rt')

Create a ticket

$ticket = $rt->createTicket([
    'Queue'       => 'helpdesk',
    'Subject'     => 'Resource request',
    'Requestor'   => $user->email,      // the requestor is the authenticated user
    'Content'     => '<p>Details…</p>',
    'ContentType' => 'text/html',
]);

// $ticket['id'] and $ticket['_url'] available

With attachments:

$rt->createTicketWithAttachments($data, [
    ['path' => storage_path('app/request.pdf'), 'name' => 'request.pdf', 'type' => 'application/pdf'],
]);

Reply and close (helpdesk flow)

// Reply to the requestor and mark as resolved
$rt->resolveTicket($ticketId, 'Your request has been approved and provisioned.');

// Reply only (without closing)
$rt->replyToTicket($ticketId, 'We are still working on this.');

// Internal comment (not visible to the requestor)
$rt->commentOnTicket($ticketId, 'Internal note for the team.');

// Reject with a reason
$rt->rejectTicket($ticketId, 'Request rejected. Reason: …');

Ticket management

$rt->getTicket($ticketId);
$rt->updateTicket($ticketId, ['Priority' => 20]);
$rt->assignTicket($ticketId, 'john');
$rt->setStatus($ticketId, 'open');
$rt->setCustomFields($ticketId, ['Area' => 'Network']);
$rt->addWatchers($ticketId, ['Cc' => ['boss@dei.uc.pt']]);
$rt->linkTicket($ticketId, ['Add' => ['RefersTo' => 'ticket/2']]);
$rt->getTicketHistory($ticketId);
$rt->deleteTicket($ticketId); // status -> deleted

Search

// Simple TicketSQL
$rt->searchTickets("Queue = 'helpdesk' AND Status = 'open'", [
    'orderby' => 'Created', 'order' => 'DESC', 'per_page' => 20,
]);

// Shortcut by queue/status
$rt->ticketsByQueue('helpdesk', 'open');

Queues and users

$rt->listQueues();
$rt->getQueue('helpdesk');
$rt->listUsers(['query' => '...']);
$rt->getUser('john');
$rt->createUser(['Name' => 'john', 'EmailAddress' => 'john@dei.uc.pt']);

Health-check

$rt->version(); // GET /rt — confirms connection and version

Error handling

On an HTTP or transport error, a SamuelOlavo\LaravelRTBestpratical\Exceptions\RTException is thrown, with getStatusCode() and getResponseBody():

use SamuelOlavo\LaravelRTBestpratical\Exceptions\RTException;

try {
    $rt->resolveTicket($ticketId, 'Resolved.');
} catch (RTException $e) {
    report($e);
    // $e->getStatusCode(); $e->getResponseBody();
}

Available methods

Tickets: createTicket, createTicketWithAttachments, getTicket, updateTicket, deleteTicket, replyToTicket, replyToTicketWithAttachments, commentOnTicket, setStatus, resolveTicket, openTicket, rejectTicket, stallTicket, assignTicket, setPriority, setCustomFields, addWatchers, linkTicket, getTicketHistory, searchTickets, ticketsByQueue.

Queues/users: listQueues, getQueue, listUsers, getUser, createUser.

Utilities: version.

Backward-compatible (deprecated): addResponseToTicket, addCommentToTicket, listTickets, addCommentOrCorrespondence.

License

MIT.

samuel-olavo / laravel-rt-bestpratical

Package info

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