Re: [rt-users] Making RT and Altiris play nice
Thanks, I also found this threat
http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg08144.html so I
changed my script to use $transaction->Subject(); then I also discovered by
reading the log more closely it was the approval ticket that was being matched
not the original. So I moved the scrip from the Global scrips to the main queue.
Now I just need to figure out why I'm not finding any other tickets with
that incident number. But I'll do some Googling before I ask anymore
dump questions.
Thanks again,
Jeremy
On Wed, 2009-06-10 at 17:08 +0200, Emmanuel Lacour wrote:
> On Wed, Jun 10, 2009 at 10:56:08AM -0400, Jeremy Winder wrote:
> > my $transaction = $self->TransactionObj;
>
> add:
>
> return unless ( $transaction->Attachments->First );
>
> here
>
> > my $subject = $transaction->Attachments->First->GetHeader('Subject');
> > if ($subject =~ /Incident \#(\d+) has/) {
> > # This looks like a Altiris incident message
> > $incident_number = $1;
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Re: [rt-users] Making RT and Altiris play nice
On Wed, Jun 10, 2009 at 10:56:08AM -0400, Jeremy Winder wrote:
> my $transaction = $self->TransactionObj;
add:
return unless ( $transaction->Attachments->First );
here
> my $subject = $transaction->Attachments->First->GetHeader('Subject');
> if ($subject =~ /Incident \#(\d+) has/) {
> # This looks like a Altiris incident message
> $incident_number = $1;
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Re: [rt-users] Making RT and Altiris play nice
I'm attempting to write a scrip to merge incoming tickets based off the
Altiris Incident number. I started by following the example here
http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages But
I'm getting the following error in my logs:
[error]: Scrip 16 Commit failed: Can't call method "GetHeader" on an
undefined value at (eval 2220) line 11.
This is what I have in the Custom action cleanup code:
# If the subject of the ticket matches a pattern suggesting that it is
from
# Altiris AND there is an existing ticket with the same Incident number,
# merge this ticket into that ticket.
#
# Based on
http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages
#
my $incident_number = undef;
my $transaction = $self->TransactionObj;
my $subject = $transaction->Attachments->First->GetHeader('Subject');
if ($subject =~ /Incident \#(\d+) has/) {
# This looks like a Altiris incident message
$incident_number = $1;
$RT::Logger->debug("Found an Altiris Incident #:
$incident_number");
} else {
return 1;
}
Also, if it helps, I'm running RT 3.8.3.
Thanks of any help anyone can give me,
Jeremy
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Re: [rt-users] Making RT and Altiris play nice
On Mon, 2009-06-08 at 09:20 -0400, Jesse Vincent wrote: > > RT 3.8 has a built-in Scrip which should take care of this for you once > it's taught to recognize the subject tags from altiris. > > You want to look at the documentation for ExtractSubjectTagMatch in your > RT_Config.pm > This looks like exactly what I'm after, however I'm been playing with it for a few hours now and can't seem to get it working. I have the following in my RT_SiteConfig.pm file: Set( $ExtractSubjectTagMatch, qr/Incident \#\d+ has/); Thinking it should match the header from Altiris which is something like, 'Medium Incident #111 has been reassigned to somebody'. I also ensured the Global script for the On Transaction Extract Subject Tag was present and enabled. But still no joy. Any email from Altiris creates a new ticket for us, and the emails outbound for Altiris still contain the RT tagging. Am I missing something stupid or is there another way I can turn off the subject tagging for email to a certain address? Thanks, Jeremy ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Making RT and Altiris play nice
On Thu, Jun 04, 2009 at 05:10:58PM -0400, Jeremy Winder wrote: > When we started talking about implementing RT it was to solve an issue > we have between our help desk and the help desk of our biggest customer. > The idea was to have their Altiris system send emails to our RT install > regarding issues we needed to deal with, and for RT to be able to keep > their Altiris system updated as to whether the ticket was rejected or > completed by us. > > One of the unforeseen issues is the email loop caused by both systems > tracking email correspondence by ticket number in the subject. Altiris > sets the subject to something like: > > Medium Incident #11495 has been reassigned by Somebody > > So of course our RT makes it: > > [rt.local #104] Medium Incident #11495 has been reassigned by Somebody > > Anytime the Altiris system updates their ticket we create a new one and > anytime RT updates our ticket they create a new one. > > If anyone has ideas around this issue, I would love to hear them. RT 3.8 has a built-in Scrip which should take care of this for you once it's taught to recognize the subject tags from altiris. You want to look at the documentation for ExtractSubjectTagMatch in your RT_Config.pm > Thanks in advance, > > Jeremy > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sa...@bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Making RT and Altiris play nice
On Thu, 2009-06-04 at 14:17 -0700, Tom Lahti wrote: > > Medium Incident #11495 has been reassigned by Somebody > > > > So of course our RT makes it: > > > > [rt.local #104] Medium Incident #11495 has been reassigned by Somebody > > > > Anytime the Altiris system updates their ticket we create a new one and > > anytime RT updates our ticket they create a new one. > > > > If anyone has ideas around this issue, I would love to hear them. > > You need a script at both ends to massage the outgoing subject into the one > needed by the other end, after it comes out of the tracking system in > question. It would need to store ticket number associations for future > emails, possibly in a database table. You could attach this script to a > special email alias just for this purpose on both ends, which then generates > a new email with the desired subject line to the real email address for the > tracking system. We have a system setup here to receive emails from a few different ticketing systems (FootPrints, Remedy & GGUS). Our system works with a few coordinated pieces, using custom fields in RT to store the other ticketing system's identifier. 1. A scrip in RT is triggered on transactions and when a message is present it scans the message subject for an appropriate regex pattern that identifies an external ticketing system and saves the identifier in a custom field. 2. A procmail filter script that processes all incoming email before it is passed to the rt-mailgate. This filter does the same subject search for the external ticketing system's identifier. When an identifier is found, the RT API is used to perform a search on the appropriate custom field. When a matching ticket is found, the email subject is modified to insert our RT ticket identifier for that matching ticket number, which allows the rt-mailgate to route the email to the correct RT ticket. This filter, if necessary, will also modify the ticket subject directly in RT to contain the identifier of all ticket systems, so email sent by RT should be accepted by the other ticket systems and routed properly (assuming that they tag email subjects with their identifiers just like RT does). To prevent mail loops, we need to have NotifyActor disabled on our RT server. Also, since some other ticket systems have their equivalent of NotifyActor enabled, emails we receive for resolved RT tickets have our RT address modified to the comment address to prevent reopening tickets. Otherwise the resolved email RT sends would reopen the ticket when the other ticketing system echos that email back to us. ~Jason -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Making RT and Altiris play nice
> Medium Incident #11495 has been reassigned by Somebody > > So of course our RT makes it: > > [rt.local #104] Medium Incident #11495 has been reassigned by Somebody > > Anytime the Altiris system updates their ticket we create a new one and > anytime RT updates our ticket they create a new one. > > If anyone has ideas around this issue, I would love to hear them. You need a script at both ends to massage the outgoing subject into the one needed by the other end, after it comes out of the tracking system in question. It would need to store ticket number associations for future emails, possibly in a database table. You could attach this script to a special email alias just for this purpose on both ends, which then generates a new email with the desired subject line to the real email address for the tracking system. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Making RT and Altiris play nice
When we started talking about implementing RT it was to solve an issue we have between our help desk and the help desk of our biggest customer. The idea was to have their Altiris system send emails to our RT install regarding issues we needed to deal with, and for RT to be able to keep their Altiris system updated as to whether the ticket was rejected or completed by us. One of the unforeseen issues is the email loop caused by both systems tracking email correspondence by ticket number in the subject. Altiris sets the subject to something like: Medium Incident #11495 has been reassigned by Somebody So of course our RT makes it: [rt.local #104] Medium Incident #11495 has been reassigned by Somebody Anytime the Altiris system updates their ticket we create a new one and anytime RT updates our ticket they create a new one. If anyone has ideas around this issue, I would love to hear them. Thanks in advance, Jeremy ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
