Many times a day I will login to RT+RTIR and consolidate Incident Reports into Incidents using the IP address field in RTIR. Is there any way to automate the consolidation process of Incident Reports into Incidents where there's an IP address? I would imagine it's possible but I'm not sure what to try even.
For those who may not have seen it - RTIR is an addon for RT. It creates three queues called Incident Reports, Incidents and Investigations. Incident Reports can be merged or multiple Incident Reports can be linked to a single Incident. An Incident can be used to create a new ticket called an Investigation. In our case we use this to consolidate abuse issues reported by outside parties by linking individual Incident Reports into Incidents and then opening an investigation with our customer. After our customer replies to the Investigation and we can then respond to all the Incident Reports separately and all at once when the Incident is resolved. I had thought, maybe using code in a template, to script the creation of an Incident if no other *open* Incident exists with the IP address(es) from the Incident Reports. If an Incident exists with that IP address and it's *open * it links the new incident report with that incident. Can a script inside a template create an Incident? Then at regular times I can simply list the incidents and open investigations where needed and look for incident reports with no IP address in them (rare). Does anyone have any ideas on how to go about this? Thanks to anyone who has any ideas on where to start here. -- Landon Stewart <lstew...@superb.net> SuperbHosting.Net by Superb Internet Corp. Toll Free (US/Canada): 888-354-6128 x 4199 Direct: 206-438-5879 Web hosting and more "Ahead of the Rest": http://www.superbhosting.net