SMS on new tickets?

RT Users
1

Hi All.

Apologies if this has been discussed before (I’m sure it has been).
I searched the mailing list archives but couldn’t find an answer.

I’d like to setup SMS notification on new tickets only (obviously not
on every reply) for specific queues. My initial ideas were:

  1. Add phonenumber@sms.gateway as an AdminCC, problem is I would get
    a SMS on every reply which is no good

  2. Modify RT source to use Net::SMS (or similar) in the new ticket
    process/function

  3. Add a Scrip so that on New Ticket, send SMS. Not sure how though
    as AFAIK templates are just the content of the email that will get
    sent

  4. Hope somebody has already done something similar to this and is
    kind enough to share their knowledge :slight_smile:

Would be good to also include in the SMS things like the ticket
requestor, date/time, priority (and any other fields of interest)

TIA,
Gonzalo

2

You could set up an alias on your RT box (ie:
rt-sms@rtbox.domain.com ) which pipes into a perl
script. That script can check for certain things in
the body (to filter out the messages that are of no
interest) and forward along the rest to your SMS pager
(or call your Net::SMS ).— Gonzalo Servat gonzalo@linuxaus.com wrote:

Hi All.

Apologies if this has been discussed before (I’m
sure it has been).
I searched the mailing list archives but couldn’t
find an answer.

I’d like to setup SMS notification on new tickets
only (obviously not
on every reply) for specific queues. My initial
ideas were:

  1. Add phonenumber@sms.gateway as an AdminCC,
    problem is I would get
    a SMS on every reply which is no good

  2. Modify RT source to use Net::SMS (or similar) in
    the new ticket
    process/function

  3. Add a Scrip so that on New Ticket, send SMS. Not
    sure how though
    as AFAIK templates are just the content of the email
    that will get
    sent

  4. Hope somebody has already done something similar
    to this and is
    kind enough to share their knowledge :slight_smile:

Would be good to also include in the SMS things like
the ticket
requestor, date/time, priority (and any other fields
of interest)

TIA,
Gonzalo

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3

You could set up an alias on your RT box (ie:
rt-sms@rtbox.domain.com ) which pipes into a perl
script. That script can check for certain things in
the body (to filter out the messages that are of no
interest) and forward along the rest to your SMS pager
(or call your Net::SMS ).

Yeah, since I’m using Qmail I could call a Perl script after spamassassin
and before it goes off to rt-mailgate to achieve what you suggested.
I was hoping for a cleaner/neater solution, like making a new ScripAction
to send the SMS. ‘OnCreateTicket → SMS → ’ would be nice. Not
sure if it can be done easily, then again it is Perl so it can’t be that
hard :slight_smile:

Thanks for your advice.

Regards,
Gonzalo.

4

You could set up an alias on your RT box (ie:
rt-sms@rtbox.domain.com ) which pipes into a perl
script. That script can check for certain things in
the body (to filter out the messages that are of no
interest) and forward along the rest to your SMS pager
(or call your Net::SMS ).

Yeah, since I’m using Qmail I could call a Perl script after spamassassin
and before it goes off to rt-mailgate to achieve what you suggested.
I was hoping for a cleaner/neater solution, like making a new ScripAction
to send the SMS. ‘OnCreateTicket → SMS → ’ would be nice. Not
sure if it can be done easily, then again it is Perl so it can’t be that
hard :slight_smile:

I’ve done for RT2 something close to the given idea. Inspire in the
attached files. It assumes having gsgc SMS interface/gateway and
configures by RT config.pm:

Configuration of SMS engine

$SMSMailCommand = ‘SMSsendmailpipe’; # constant
$SMSSendmailArguments="–send ";
$SMSSendmailPath = “/usr/bin/gsgc”;
$MaxSMSLength = 150; # Maximal bytes sent as SMS Body

As watchers mobile numbers it uses Mobile column available in standard
RT2 of course…

Thanks for your advice.

Regards,
Gonzalo.

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insert_action_SMSNotify.pl (2.51 KB)

SendSMS.pm (10 KB)

SMSNotify.pm (4.62 KB)