Merge tickets with the Same Subject

RT Users
1

Thank you for all the help and I was able to implement scrips (ie AutoClose
on Nagios recovery, filter messages based on Subject) which at first I
thought was extremenly hard to set-up.

I have a new requirement which is to merge with the same subject.

-existing ticket:
ticket ID: 2565

when a new request with the same subject: syslog firewall, it should merge
with ticket ID: 2565.

I’ve been seeing some scrips but all of them use a matching subject, like **
PROBLEM **.

Any one who has implemented the same, please advise on how to do it.

Thanks!
Roehl

2

You need simple condition:

return 0 unless $self->TransactionObj->Type eq ‘Create’;
return 0 unless $self->TicketObj->Subject eq ‘syslog firewall’;
return 1;

And action:

my ($status, $msg) = $self->TicketObj->MergeInto( 2565 );
$RT::Logger->error(“Couldn’t merge ticket #”. $self->TicketObj->id ."
into #2565: $msg")
unless $status;
return 1;On Mon, Jul 13, 2009 at 11:59 PM, rmp dmdrmp.dmd1229@gmail.com wrote:

Thank you for all the help and I was able to implement scrips (ie AutoClose
on Nagios recovery, filter messages based on Subject) which at first I
thought was extremenly hard to set-up.

I have a new requirement which is to merge with the same subject.

-existing ticket:
Subject: syslog firewall
ticket ID: 2565

when a new request with the same subject: syslog firewall, it should merge
with ticket ID: 2565.

I’ve been seeing some scrips but all of them use a matching subject, like **
PROBLEM **.
Any one who has implemented the same, please advise on how to do it.

Thanks!
Roehl

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