[rt-users] scrip questions

[Todd Chapman]

How can you match the Recovery ticket with the Problem
ticket? Is there an ID in the subject or someting unique
you can use?

My system gets e-mail from a different (horrible, horrible)
ticketing system. Where store the ID from the foreign system
into a custom field. If a new ticket comes in and it has
an ID in the subject that matches an existing ticket custom
field, we merge the new ticket into the old one.

-Todd

On Fri, Mar 19, 2004 at 02:40:48PM +0200, Subredu Manuel wrote:
> 
>  Hi,
> 
>  I have rt version 3.0.9 and nagios 1.x . I have the following scenario:
> 
>  nagios sends a mail to rt at domain with the subject "Problem: .*" . 
> Using a custom scrip, the ticket it's given to a user, and the state of 
> the ticket it's changed to opened. This I have already done with a 
> custom scrip.
>  after some time, the problem is solved, and nagios sends another mail 
> with the subject "Recovery: .*" . Now, at this point I want to cancel 
> the creation of a new ticket , search trough the tickets list (the 
> tickets from the same queue), find the ticket opened earlier, add a 
> comment to the found ticket (eg: resolved), and close that ticket.
> 
>  Did someone have any ideea how can I do this ? The main problem, it's 
> how to cicle trough the tickets from the queue, and how to prevent the 
> creation of a new ticket.



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