New user a few questions

I have the system setup and it is usable. My questions relate to some
advanced functionality. We are demoing the system for possible use by
our help desk and internal IT group. Anyway. I have read all the docs
2 times :slight_smile:

  1. Would like to setup auto ticket generation via email. Specifically
    have my network monitor (nagios) auto generate trouble tickets via
    email. I have read vague things about auto ticket generation being
    possible via google just nothing like a howto. If this is in the docs
    somewhere please point me to it and I will go from there.

  2. Escalation of a trouble ticket or notification the ticket is not
    complete after a certain amount of time? Again if this is in the docs
    please point me to it.

To the devs we really like the program and if it is decided we are
going to use we will be calling you.

Thanks

John

  1. Would like to setup auto ticket generation via email. Specifically
    have my network monitor (nagios) auto generate trouble tickets via
    email. I have read vague things about auto ticket generation being
    possible via google just nothing like a howto. If this is in the docs
    somewhere please point me to it and I will go from there.

This is what rt-mailgate does.
http://wiki.bestpractical.com/index.cgi?ManualInstallation

For example, my alias uses:
|/usr/local/rt3/bin/rt-mailgate --queue $DEFAULT --action correspond
–url http://localhost

…which handles messages sent to rt-somequeue@example.com

  1. Escalation of a trouble ticket or notification the ticket is not
    complete after a certain amount of time? Again if this is in the docs
    please point me to it.

rt-crontool
http://wiki.bestpractical.com/index.cgi?UseRtCrontool

or

http://wiki.bestpractical.com/index.cgi?UseRtReminder

or

rt-escalate: http://www.cs.kent.ac.uk/people/staff/tdb/rt3/

Andy Harrison