Eliminating email generated duplicate tickets?

RT Users
1

We’re getting ready to go live with an internal implementation of RT and
something just came up where we’d like have something stop happening.

We have a lot of internal scripts that email the IS Help Desk address so
that the incidents get logged. The trouble is, that the scripts are noisy
and will continue to spout warnings until the issue is resolved.

We’d like to continue this process once we migrate to RT from a monitored
mailbox. The problem is we’ll have multiple tickets generated under the
same circumstances.

Is there a way that I can prevent duplicate tickets from getting created
within RT for a 24 hour period if there’s already an open ticket with the
same subject?

Here’s an example:

- Something breaks
- Script sends email (Subject: It's Broken, fix it)
- Within RT a ticket is opened with the same subject
- 15 minutes later
- Script sends email (Subject: It's Broken, fix it)
- RT sees a ticket with this subject already and does not open a new
  Ticket.
- 1 day later
- Script sends email (Subject: It's Broken, fix it)
- Within RT a ticket is opened with the same subject

Is this possible?

Thanks,
Paul C.

2

Definitely possible, but I don’t really have the coding skillz. Seems to
me that you would write user defined condition & action scrips that:

(1) Performed a search for tickets with the same subject created in the
last 24 hours, then

(2) Merge the current ticket with the ticket you found.

I’m not sure how to perform a ticket query as part of a user defined
scrip. It would be darn useful.

Rick R.

3

Rick Russell wrote:

Definitely possible, but I don’t really have the coding skillz. Seems
to me that you would write user defined condition & action scrips that:

(1) Performed a search for tickets with the same subject created in
the last 24 hours, then

(2) Merge the current ticket with the ticket you found.

I’m not sure how to perform a ticket query as part of a user defined
scrip. It would be darn useful.

You might look at
http://wiki.bestpractical.com/index.cgi?AutoCloseOnNagiosRecoveryMessages
to get you started. It matches Nagios PROBLEM and RECOVERY messages
based on subject lines.

Rick R.

The rt-users Archives

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati