Two separate tickets for one mail

Hello everyone,

I would like to ask you how I can create two tickets from one mail.

The reason is that we often receive copyright infringment notices and
then follow this workflow:

  • autoreply to complainant that we have taken care of it
  • contact the administrator that is responsible for the part of network
    the infringement took place in
  • wait for the administrator to do his job
  • close the ticket after receiving reply from administrator

Our network is part of a bigger network and many mails that end up in
our abuse inbox end up also in the abuse inbox for the bigger network.
We used to add them to CC of the mail that goes to complainant so that
they can close their ticket. However, they started in good faith to
reply to that mail and their reply is resent to the administrator
mentioned before, which is something we do not want.

We have figured that the most sytematic solution would be to create two
tickets in such cases. One ticket for communication with external
entities and one for internal communication.

I am not sure how exactly to do it and if it is really that good idea
though. Does anyone of you have simillar setup? What and how would you
suggest to do it?

Thanks,
Martin

Mgr. Martin Drasar drasar@ics.muni.cz
CSIRT-MU, Network Security Department http://www.muni.cz/csirt
Institute of Computer Science, Masaryk University, Brno, Czech Republic
PGP Key ID: 0xB2761CDE

One option is to use a scrip tied to the creation of a ticket.

We’ve got a workflow on our advert management queue, which creates a child ticket to remove an advert. It checks for Set-Removal: followed by a unix timestamp, and if it exist, a child ticket is created. There’s a snippet of the code below. It’s in Custom action preparation code. Condition on create, action user defined.

if( $content =~ m/^\QSet-Removal:\E\s*(\S+)\s*$/m ) {
my $removaldate = RT::Date->new($RT::SystemUser);
my $starts = RT::Date->new($RT::SystemUser);
$removaldate->Set(Format=>‘unix’, Value=>$1);
my $rdate=$removaldate->ISO;
$starts->Set(Format=>‘unix’, Value=>$removaldate->AddDays(-7));
my $childticket=new RT::Ticket($RT::SystemUser);
$childticket->Create(Queue=>“WebChange”,
Requestor=>$self->TicketObj->RequestorAddresses,
Subject=>“Remove Advert”,
Due=>$rdate,
Starts=>$starts->ISO
);
$childticket->AddLink(Type=>“MemberOf”,Target=>$self->TicketObj->id)
}

Steve Anderson-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Martin Drasar
Sent: 20 January 2011 14:51
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Two separate tickets for one mail

Hello everyone,

I would like to ask you how I can create two tickets from one mail.

The reason is that we often receive copyright infringment notices and
then follow this workflow:

  • autoreply to complainant that we have taken care of it
  • contact the administrator that is responsible for the part of network
    the infringement took place in
  • wait for the administrator to do his job
  • close the ticket after receiving reply from administrator

Our network is part of a bigger network and many mails that end up in
our abuse inbox end up also in the abuse inbox for the bigger network.
We used to add them to CC of the mail that goes to complainant so that
they can close their ticket. However, they started in good faith to
reply to that mail and their reply is resent to the administrator
mentioned before, which is something we do not want.

We have figured that the most sytematic solution would be to create two
tickets in such cases. One ticket for communication with external
entities and one for internal communication.

I am not sure how exactly to do it and if it is really that good idea
though. Does anyone of you have simillar setup? What and how would you
suggest to do it?

Thanks,
Martin

Mgr. Martin Drasar drasar@ics.muni.cz
CSIRT-MU, Network Security Department http://www.muni.cz/csirt
Institute of Computer Science, Masaryk University, Brno, Czech Republic
PGP Key ID: 0xB2761CDE

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Dne 20.1.2011 16:00, Steve Anderson napsal(a):

One option is to use a scrip tied to the creation of a ticket.

We’ve got a workflow on our advert management queue, which creates a child ticket to remove an advert. It checks for Set-Removal: followed by a unix timestamp, and if it exist, a child ticket is created. There’s a snippet of the code below. It’s in Custom action preparation code. Condition on create, action user defined.

if( $content =~ m/^\QSet-Removal:\E\s*(\S+)\s*$/m ) {
my $removaldate = RT::Date->new($RT::SystemUser);
my $starts = RT::Date->new($RT::SystemUser);
$removaldate->Set(Format=>‘unix’, Value=>$1);
my $rdate=$removaldate->ISO;
$starts->Set(Format=>‘unix’, Value=>$removaldate->AddDays(-7));
my $childticket=new RT::Ticket($RT::SystemUser);
$childticket->Create(Queue=>“WebChange”,
Requestor=>$self->TicketObj->RequestorAddresses,
Subject=>“Remove Advert”,
Due=>$rdate,
Starts=>$starts->ISO
);
$childticket->AddLink(Type=>“MemberOf”,Target=>$self->TicketObj->id)
}

Steve Anderson

Hi Steve,

thanks for the code, it looks good. I think that it should be pretty
straightforward from now.

Martin

Mgr. Martin Drasar drasar@ics.muni.cz
CSIRT-MU, Network Security Department http://www.muni.cz/csirt
Institute of Computer Science, Masaryk University, Brno, Czech Republic
PGP Key ID: 0xB2761CDE