Scrip to resolve a ticket based on subject text?

I am trying to integrate “Big Brother” into RT. Basically BB is a
systems monitoring system that sends emails/alerts when things go awry.
So far I have BB sending copies of the alerts into RT, which opens a
ticket. What I need to do is have a Scrip that can automatically
resolve a ticket upon the receipt of a resolved email from BB, which is
denoted by an alert ID of 0.

Example:
When host “host1” has a disk problem, BB sends in an email with the
subject line of:
!BB - 2270510! host1.cisco.com.disk - 400064101115035

When host1’s disk problem is resolved, BB automatically sends a followup
resolved email with the subject line of:
!BB - 0000000! host1.cisco.com.disk - 400064101115035

Note the zeros. So, I need some way to scan the subject of the incoming
ticket, and if it has zeros, resolve the ticket whose subject has a
matching BB id number (the 400064…).

P.S. I know this may be a bit confusing for anyone who hasn’t dealt with
BB, I’m just hoping someone who is a guru at making RT scrips has
allready done something similar to this and can give me some pointers.

-Charles

I am trying to integrate “Big Brother” into RT. Basically BB is a
systems monitoring system that sends emails/alerts when things go awry.
So far I have BB sending copies of the alerts into RT, which opens a
ticket. What I need to do is have a Scrip that can automatically
resolve a ticket upon the receipt of a resolved email from BB, which is
denoted by an alert ID of 0.

I’m curious. How are you screening out duplicate notifications if an alarm is
not caught in time? You could create a lot of tickets if an alarm went
un-answered.

DT

Dave Thacker
SysAdmin, DBA, Postmaster, Odd Jobs
Omni Hotels Reservation Center
V:402-952-6535 F:402-334-8013 M: 402-981-4613 (24/7)

Dave,

Two ways. First we have 24/7 support that responds to all alerts, so none go un-answered for long. Second, it’s throttled on the BB side, it’s configured to not send more than X number of alerts per X minutes, and in some cases only send 1 alert for certain conditions.

-CharlesDate: Fri, 4 Jun 2004 17:11:32 -0500
From: Dave Thacker
Subject: Re: [rt-users] Scrip to resolve a ticket based on subject
text?