Hi Everyone,
Does anyone have a code snippet that depicts the method for linking one
ticket to another using a perl script? It would be even better if the
snippet was part of code that was used to create a new ticket and link
to either existing ticket or a URI.
Take care!
Nick
Nick Metrowsky
Consulting System Administrator
303-684-4785 Office
303-684-4100 Fax
nmetrowsky@digitalglobe.com mailto:nmetrowsky@digitalglobe.com
DigitalGlobe (r), An Imaging and Information Company
This is what I use. It does everything, creates tickets, does
parent-child relationships, and fills in some custom fields. You’d have
to change the custom fields and library locations to suit your
installation (or just don’t use those options). I find this easier to
use than the rt CLI which has limited options.
#!/usr/bin/perl -w
use lib (“/opt/rt3/local/lib”,“/opt/rt3/lib”);
use RT::Interface::CLI;
use RT;
use RT::Ticket;
use RT::CurrentUser;
use Getopt::Long;
$queue = ‘’;
$body = ‘’;
GetOptions (“queue=s” => $queue,
“subject=s” => $subject,
“owner=s” => $owner,
“requestor=s” => $requestor,
“priority=s” => $priority,
“body=s” => $body,
“AdminCc=s” => $AdminCc,
“cc=s” => $cc,
“site=s” => $site,
“work_type=s” => $work_type,
“department=s” => $department,
“group=s” => $group,
“RefersTo=s” => $RefersTo,
“ReferredToBy=s” => $ReferredToBy,
“DependsOn=s” => $DependsOn,
“Parents=s” => $Parents
);
if ($queue eq ‘’)
{
print_usage();
exit (0);
}
if ($body eq ‘’)
{
$body=’ ';
}
RT::LoadConfig();
RT::Init();
if ($owner eq ‘’) {$owner = ‘Nobody’;}
my $CurrentUser = RT::Interface::CLI::GetCurrentUser();
use MIME::Entity;
my $ticket = new RT::Ticket($CurrentUser);
my $ticket_body = MIME::Entity->build(Data => $body,Type =>
‘text/plain’);
my %ticket_vals = ( Queue => $queue,
Subject => $subject,
Owner => $owner,
Requestor => $requestor,
InitialPriority => $priority,
# FinalPriority => ‘0’,
MIMEObj => $ticket_body,
AdminCc => $AdminCc,
Cc => $cc,
‘CustomField-1’ => $site,
‘CustomField-2’ => $work_type,
‘CustomField-9’ => $department,
‘CustomField-14’ => $group,
‘RefersTo’ => $RefersTo,
‘ReferredToBy’ => $ReferredToBy,
‘DependsOn’ => $DependsOn,
‘MemberOf’ => $Parents
);
my ($id, $transaction_object, $err) = $ticket->Create(%ticket_vals);
print STDERR $err . “\n” if $err;
sub print_usage
{
print “\nusage: rt_custom.pl -queue
Hi Everyone,
Does anyone have a code snippet that depicts the method for linking one
ticket to another using a perl script? It would be even better if the
snippet was part of code that was used to create a new ticket and link
to either existing ticket or a URI.
Take care!
Nick
Nick Metrowsky
Consulting System Administrator
303-684-4785 Office
303-684-4100 Fax
nmetrowsky@digitalglobe.com mailto:nmetrowsky@digitalglobe.com
DigitalGlobe (r), An Imaging and Information Company
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users->bounces@lists.bestpractical.com] On Behalf Of Rappaport, Evan
Sent: Tuesday, March 14, 2006 11:00 AM
To: Nick Metrowsky; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Creating a Link to a Ticket via a Perl Script>This is what I use. It does everything, creates tickets, does parent-child >relationships, and fills in some custom fields. You’d have to change the >custom fields and library locations to suit your installation (or >just don’t use those options). I find this easier to use than the rt CLI >which has limited options.
Hi Evan-
Can you share some examples of how you use this script?
duncan
There is an example of a command line call to that script in the usage print statement. I put the script on a UNIX server and I use the script in multiple ways.
Example: of a daily ticket created from cron.
./rt_custom.pl -queue=“Storage” -subject=“Check overnight backups” -owner=‘nobody’ -requestor=‘bob@bob.com’ -priority=30 -body=“Check status of overnight backups and rotate backup tapes as necessasary.” -AdminCc=“bobsboss@bob.com” -work_type=“Task” -department=“Infrastructure” -requestor=“cronjob@rt.bob.com”
Nagios might do a call to the script that looks like this.
./rt_custom.pl -queue=“Alarms” -subject=“Diskspace at %5 on live-production-server-1” -owner=‘bob’ -body=“Going to delete old log files” -priority=99 -AdminCc=“bobsboss@bob.com” -requestor=“bob@bob.com”
Example
./rt_custom.pl -queue=“Networking” -subject=“DNS Request” -body=“Please set up a new DNS entry for welovebob.bob.com to point to 208.182.91.44.” -requestor=“sally@bob.com” -department=“Ad Sales”
These are the basic things I use it for but since it’s a fairly generic ticket generator you can do whatever you want. For example, you can set up something like a script that calls this and creates a parent ticket which has three children each of which have two dependent tickets of their own etc.
I use either “site” or “department” as the business unit making the request for work and use the queue as the department which is getting the request to perform work. People from each department would be watching their respective queues and dealing with requests from there or reassigning requests to other queues.-----Original Message-----
From: Duncan Shannon [mailto:dshannon@techfluent.com]
Sent: Tuesday, March 14, 2006 1:22 PM
To: Rappaport, Evan; Nick Metrowsky; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Creating a Link to a Ticket via a Perl Script
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users->bounces@lists.bestpractical.com] On Behalf Of
Rappaport, Evan
Sent: Tuesday, March 14, 2006 11:00 AM
To: Nick Metrowsky; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Creating a Link to a Ticket via a Perl Script>This is what I use. It does everything, creates tickets, does parent-child >relationships, and fills in some custom fields. You’d have to change the >custom fields and library locations to suit your installation (or >just don’t use those options). I find this easier to use than the rt CLI >which has limited options.
Hi Evan-
Can you share some examples of how you use this script?
duncan