Integrate with trouble ticket system?

[Jamie Baddeley]

Stanley (and list)

Upon investigation, alternatively one could take advantage of the cli
interface shipped with later versions of rt3.

To change a ticket to resolved would only require the command

/usr/bin/rt edit ticket/118 set status=resolved

to be issued on the rt host, where in this example 118 is the relevant
ticket number. So instead of needing to parse incoming email, you could
use sh or ssh commands.

So now it becomes a question of how to feed the autoreply email into
nagios, so nagios gains a sense of the ticket number. (given that event
hanlders can easily handle setting of the ticket to resolved)

http://naplax.sourceforge.net/REL.html

(or something like that) could probably form the basis of how we get
data in - but instead of sending it to nagios.cmd, we could send it to
comment.log. We could store the ticket number in comment.log - and we
grep for it when the service resolves...

..This is starting to feel like an ugly hack, but it is perhaps
something to build upon? - the next tricky part is differentiating
between services and hosts...but I sense the right info in the subject
line is the key.

jamie


On Wed, 2004-05-26 at 17:20, Stanley Hopcroft wrote:
> Dear Sir,
> 
> I am writing to thank you for your letter and say,
> 
> On Wed, May 26, 2004 at 04:52:42PM +1200, Jamie Baddeley wrote:
> > 
> > > 
> > That was about the point I got to, and decided that the ability to parse
> > the contents of incoming email in RT would be a really good thing (tm).
> > 
> > Not long after this, I discovered:
> > http://download.bestpractical.com/pub/rt/contrib/2.0/rt-addons/enhanced-mailgate.README
> > http://download.bestpractical.com/pub//rt/contrib/2.0/rt-addons/enhanced-mailgate
> > 
> > But these are for rt2 - didn't make it to rt3...*shakes fist in the sky*
> > 
> > But! There may be hope!
> > 
> > http://marc.free.net.ph/message/20030608.164329.5bbd0119.html
> > 
> 
> that these mailgate programs that update RT tickets based on
> 'pseudo-headers' in incoming mail sound pretty cool.
> 
> All that is required is a Nag notify command that adds these lines of
> text to your outgoing mail from Nagios. That command probably needs to
> be a stand alone program that works out which extra lines to add on the
> basis of the Nag macro values.
> 
> 'Basically, this will make your standard mailgate accept quasi-headers
> like "Status: resolved" in the top of the body, up to the first blank
> line. It also has some fairly rudimentary support for named custom
> fields... Enough for me, but you may wish to extend it somewhat,
> depending upon your requirements.'
> 
> Sounds great. Thanks for sharing this.
> 
> > jamie
> > 
> 
> Yours sincerely/



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