Track number of tickets by a user or email address

Hi,

Is it possible to track number of email send to a queue by a email
address, so that number of tickets by that email exceed certain number
like ‘10’ we can trigger an action.
I’m trying to implement this in our RT installation… If someone has
done this before, please help out.

Thanks,
Akila

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Hi Akila,

This would probably be pretty easy to do with a cron script (sending a
report or triggering an action once a day). Using RT’s API and perl, you
could just query for all tickets in a specific queue, then sort the results
by creator, then use those results to match your “> 10” criteria. It would
let you know after the fact, though, not when the user actually creates his
11th ticket.

I think that enabling this in realtime (so that something happens when the
11th ticket is created by a certain user) would be more
challenging. Certainly doable with RT scrips, but not pretty.

Regards,
Gene

At 10:20 PM 7/10/2007, Akila Amarathunga wrote:

Hi,

Is it possible to track number of email send to a queue by a email
address, so that number of tickets by that email exceed certain number
like ‘10’ we can trigger an action.
I’m trying to implement this in our RT installation… If someone has
done this before, please help out.

Thanks,
Akila


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Gene LeDuc, GSEC
Security Analyst
San Diego State University

Hi Gene,

Thank you for the reply… yeah I guess crontab is the way to go… guess
i have to run it more frequently to monitor the tickets…
But if we can integrate it into RT… i guess it’ll be a very good
feature…

Thanks,
AkilaOn Wed, 2007-07-11 at 08:59 -0700, Gene LeDuc wrote:

Hi Akila,

This would probably be pretty easy to do with a cron script (sending a
report or triggering an action once a day). Using RT’s API and perl, you
could just query for all tickets in a specific queue, then sort the results
by creator, then use those results to match your “> 10” criteria. It would
let you know after the fact, though, not when the user actually creates his
11th ticket.

I think that enabling this in realtime (so that something happens when the
11th ticket is created by a certain user) would be more
challenging. Certainly doable with RT scrips, but not pretty.

Regards,
Gene

At 10:20 PM 7/10/2007, Akila Amarathunga wrote:

Hi,

Is it possible to track number of email send to a queue by a email
address, so that number of tickets by that email exceed certain number
like ‘10’ we can trigger an action.
I’m trying to implement this in our RT installation… If someone has
done this before, please help out.

Thanks,
Akila


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Akila Amarathunga
Linux Systems Engineer; WSO2, Inc.; http://www.wso2.com/
email: akila@wso2.com; cell: +94 71 682 9488; fax: 0112424303

“Oxygenating the Web Service Platform.”

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