Automatic ticket generation

RT Users
1

Hello,

I have looked through the documentation, but cannot seem to find any data on whether RT is equipped to create tickets from messages sent by servers. I have machines that generate problem messages with various fields of info that are pipe\delimited and would like to send those to a directory on a server and have RT check those messages and create tickets with email/page alerts (if the rules are set for this). Can someone point me to any specific area of the documentation where it lays out how to set this up, if it is even possible? Thank you.

Todd Ramsey

2

You can have your servers (or something else) send email into RT just
fine. To parse the incoming message, you can do it in a scrip or with
something like RT-Extension-ExtractCustomFieldValues.

ThomasOn 02 Mar 2011 12:15, Ramsey, Todd (HCTRA) wrote:

Hello,

I have looked through the documentation, but cannot seem to find any
data on whether RT is equipped to create tickets from messages sent by
servers. I have machines that generate problem messages with various
fields of info that are pipe\delimited and would like to send those to a
directory on a server and have RT check those messages and create
tickets with email/page alerts (if the rules are set for this). Can
someone point me to any specific area of the documentation where it lays
out how to set this up, if it is even possible? Thank you.

Todd Ramsey

3

You can have your servers (or something else) send email into RT just
fine. To parse the incoming message, you can do it in a scrip or with
something like RT-Extension-ExtractCustomFieldValues.
Also, if your other servers are capable of using it, check out the
RT::Client::REST module, which can log in as a user and perform quite a
few actions. E.g. we use it to pull in automated fault updates (which
come as a zipped Excel sheet with a list of current faults) from our
supplier, strip out the bits we care about, then update the related
internal tickets with the info for each as a comment.