[rt-users] Duplicate ticket detection at OnCreate

[Chris Herrmann]

Hi all,

we have many systems that generate emails on conditions (success, fail,
warn etc), and many of these will quite vocally notify you when something
goes wrong. So if you have 100 systems all emailing you every 5 minutes
about the same underlying problem... the queue rapidly gets out of control.

Are there any extensions / plugins / scrips etc that can be used to look
for duplicate tickets on creation? I know there's a Nagios plugin - but
these aren't Nagios tickets so you don't have a system changing state. In
this case the emails all have identical subject tags (like SUBJECT: Warning
backup failure on host(x)); occur within a short time interval but because
they're generated from a remote system none of them have an RT tag like
[myrtsystem #12345].

We currently manage it when it occurs by running the following:

rt list "queue = 'myqueue' and status = 'new' and subject='My Broken
Ticket Subject'" -i | rt edit - set status='deleted'

which works well (much faster than the webgui) but it would be nice if we
could simply delete them on incoming or merge them or something like that.

Thanks!

Chris
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20150120/3dbef203/attachment.htm>