[rt-users] Sending duplicate RT queries to the same ticket?

[Dan Wright]

Hi,

  I'm looking for a way to have multiple ticket e-mail submissions all end up on
the same ticket whenever the To:, From:, and Subject: fields are all identical
and they are all sent within X hours from each other.

  Here's a hypothetical example that illustrates a situation similar to what I'm
dealing with:

  Suppose company example.com has several machines all being monitored by
monitor.example.com.   The monitor machine has a cron job that checks all the
machines every 5 minutes.   Whenever it finds one of the machines not
responding, it sends out an e-mail to a mailing list such as this:

------
To:  sysadmins at example.com
From: root at monitor.example.com
Subject:  Server abc.example.com DOWN

The machine is down, somebody go kick it.
------

  It would be really nice if sysadmins at example.com could be a RT queue instead
of just a mailing list.  But the problem is, the monitor is going to send out
this exact same message every 5 minutes until the machine is fixed (and we do
not want to change that functionality).  So, this would mean every 5 minutes,
there would be a new ticket generated for the same issue, which somebody would
need to manually merge.

  It would be much better for me if we could have one ticket created, which got
a new attachment added every 5 minutes.   BUT, if we go several days without any
more problems with server abc, then any new errors for abc should then be put on
a new ticket because it would then be a new issue.

  Has anybody ever done anything like this before?

Thanks,
-Dan

Daniel J. Wright                           wright at pair.com
Lead Software Developer, pairNIC   https://www.pairnic.com
pair Networks, Inc.                    http://www.pair.com