I’m looking for a way to have multiple ticket e-mail submissions all end up on
the same ticket whenever the To:, From:, and Subject: fields are all identical
and they are all sent within X hours from each other.
Here’s a hypothetical example that illustrates a situation similar to what I’m
Suppose company example.com has several machines all being monitored by
monitor.example.com. The monitor machine has a cron job that checks all the
machines every 5 minutes. Whenever it finds one of the machines not
responding, it sends out an e-mail to a mailing list such as this:To: email@example.com
Subject: Server abc.example.com DOWN
The machine is down, somebody go kick it.
It would be really nice if firstname.lastname@example.org could be a RT queue instead
of just a mailing list. But the problem is, the monitor is going to send out
this exact same message every 5 minutes until the machine is fixed (and we do
not want to change that functionality). So, this would mean every 5 minutes,
there would be a new ticket generated for the same issue, which somebody would
need to manually merge.
It would be much better for me if we could have one ticket created, which got
a new attachment added every 5 minutes. BUT, if we go several days without any
more problems with server abc, then any new errors for abc should then be put on
a new ticket because it would then be a new issue.
Has anybody ever done anything like this before?