Configuration help

RT Users
1

I am working to configure a new ticketing system.
I have RT setup to pick up mail via FetchMail.
I am also running OpenNMS. From time to Time OpenNMS send an email for a problem. It has a notice number.
This problem is recorded in RT as a ticket like this…
“Notice #486: HTTP down on library.lcu.edu (10.1.0.14) on node library.lcu.edu.”
When the service us brought back up OpenNMS sends a second mail reporting the problem as resolved like this…
“RESOLVED: Notice #486: HTTP down on library.lcu.edu (10.1.0.14) on node library.lcu.edu.”

The Notice # stays the same in OpenNMS. Is there a way to read this key and have RT enter this additional email from OpenNMS as a resolution to the first ticket?

I am new to both OpenNMS and RT but I think I can set OpenNMS to send the resolution to a different mail address like OpenNMS-Comment@mydomain.edumailto:OpenNMS-Comment@mydomain.edu and then have RT check that box for resolutions. But how do I apply it to a specific RT ticket?

Van Howell
System Administrator
Lubbock Christian University

2

I am working to configure a new ticketing system.

I have RT setup to pick up mail via FetchMail.

I am also running OpenNMS. From time to Time OpenNMS send an email for a problem. It has a
notice number.

This problem is recorded in RT as a ticket like this…

“Notice #486: HTTP down on library.lcu.edu (10.1.0.14) on node library.lcu.edu.”

When the service us brought back up OpenNMS sends a second mail reporting the problem as
resolved like this…

“RESOLVED: Notice #486: HTTP down on library.lcu.edu (10.1.0.14) on node library.lcu.edu.”

The Notice # stays the same in OpenNMS. Is there a way to read this key and have RT enter this
additional email from OpenNMS as a resolution to the first ticket?

I am new to both OpenNMS and RT but I think I can set OpenNMS to send the resolution to a
different mail address like [1]OpenNMS-Comment@mydomain.edu and then have RT check that box
for resolutions. But how do I apply it to a specific RT ticket?

You can use the same kind of code we’re doing in RT-Extension-Nagios,
but I know that OpenNMS offers an RT connector that you may want to
use instead of email. It can raise an RT ticket and then resolve it
when the alert is over.

You’ll need to look at their site for information though, it’s
something they built to interact with us.

-kevin

3

Got it configured, It works well.
Thanks for your help.

Van Howell
System Administrator
Lubbock Christian University-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Monday, February 13, 2012 12:40 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] configuration help

On Mon, Feb 13, 2012 at 06:30:26PM +0000, Howell, Van wrote:

I am working to configure a new ticketing system.

I have RT setup to pick up mail via FetchMail.

I am also running OpenNMS. From time to Time OpenNMS send an email for a problem. It has a
notice number.

This problem is recorded in RT as a ticket like this…

“Notice #486: HTTP down on library.lcu.edu (10.1.0.14) on node library.lcu.edu.”

When the service us brought back up OpenNMS sends a second mail reporting the problem as
resolved like this…

“RESOLVED: Notice #486: HTTP down on library.lcu.edu (10.1.0.14) on node library.lcu.edu.”

The Notice # stays the same in OpenNMS. Is there a way to read this key and have RT enter this
additional email from OpenNMS as a resolution to the first ticket?

I am new to both OpenNMS and RT but I think I can set OpenNMS to send the resolution to a
different mail address like [1]OpenNMS-Comment@mydomain.edu and then have RT check that box
for resolutions. But how do I apply it to a specific RT ticket?

You can use the same kind of code we’re doing in RT-Extension-Nagios, but I know that OpenNMS offers an RT connector that you may want to use instead of email. It can raise an RT ticket and then resolve it when the alert is over.

You’ll need to look at their site for information though, it’s something they built to interact with us.

-kevin

4

The OPENNMS/RT module works very well, but I would like to direct events from different provisioning groups to different queues. Like my SQL servers events need to go into my SQLServer Queue that my DBA watches. Do you know if that is possible?

Van Howell
System Administrator
Lubbock Christian University-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Monday, February 13, 2012 12:40 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] configuration help

On Mon, Feb 13, 2012 at 06:30:26PM +0000, Howell, Van wrote:

I am working to configure a new ticketing system.

I have RT setup to pick up mail via FetchMail.

I am also running OpenNMS. From time to Time OpenNMS send an email for a problem. It has a
notice number.

This problem is recorded in RT as a ticket like this…

“Notice #486: HTTP down on library.lcu.edu (10.1.0.14) on node library.lcu.edu.”

When the service us brought back up OpenNMS sends a second mail reporting the problem as
resolved like this…

“RESOLVED: Notice #486: HTTP down on library.lcu.edu (10.1.0.14) on node library.lcu.edu.”

The Notice # stays the same in OpenNMS. Is there a way to read this key and have RT enter this
additional email from OpenNMS as a resolution to the first ticket?

I am new to both OpenNMS and RT but I think I can set OpenNMS to send the resolution to a
different mail address like [1]OpenNMS-Comment@mydomain.edu and then have RT check that box
for resolutions. But how do I apply it to a specific RT ticket?

You can use the same kind of code we’re doing in RT-Extension-Nagios, but I know that OpenNMS offers an RT connector that you may want to use instead of email. It can raise an RT ticket and then resolve it when the alert is over.

You’ll need to look at their site for information though, it’s something they built to interact with us.

-kevin

5

The OPENNMS/RT module works very well, but I would like to direct
events from different provisioning groups to different queues. Like my
SQL servers events need to go into my SQLServer Queue that my DBA
watches. Do you know if that is possible?

I have no idea if the OpenNMS module can do that (you’d want to drop
them a line since they wrote it). If not, you can write a Scrip to
move Queues after it’s created.

-kevin