[rt-users] Scrip needed that automaticaly closes tickets with a special subject
Gene LeDuc
gleduc at mail.sdsu.edu
Wed Jul 11 13:12:41 EDT 2007
Hi Thomas,
You create scrips like this using the RT web GUI. Go into Configuration,
select Queues, then the queue that you want this scrip to apply to, then
Scrips, then New Scrip. I don't think you really want to do this with perl
modules.
For condition, select "User Defined"
For action, select "User Defined"
For template, select "Global template: Blank" (actually, I don't think it
matters what you select for a template if the action is user-defined, but
you have to select something).
For stage, select "TransactionCreate"
In the Custom condition area you want to trap transactions that are
Type:Correspond (e-mail) and that have "HMPF" in the subject. Your custom
condition could look something like this:
{ my $Transaction = $self->TransactionObj;
return $Transaction->Type eq 'Correspond' && $Transaction->Subject =~
/HMPF/;
}
This will cause the scrip to fire when a transaction occurs that is an
e-mail that has HMPF in the subject, otherwise the scrip will not fire.
In the Custom action preparation code area you can just put:
return 1;
This does nothing except allow the cleanup action to run. If you leave it
out then the cleanup action won't run.
In the Custom action cleanup code area you could have something like this:
my $Ticket = $self->TicketObj;
$Ticket->SetStatus('resolved');
return 1;
This will change the status of the ticket to resolved. It will also create
another transaction that will trigger any "On Resolve" scrips you might have.
All of this is done within the RT web GUI.
Good luck with this,
Gene
At 09:20 AM 7/11/2007, Thomas Hecker wrote:
>Hi,
>
>well i changed the scrip this way:
>
>my $problem_desc = undef;
>
>my $Transaction = $self->TransactionObj;
>my $subject = $Transaction->Attachments->First->GetHeader('Subject');
>if ( $subject =~ /^HMPF (\w+) - (\S*) (\S*)/ ) {
> # Auto-close/resolve this whole thing
> $self->TicketObj->SetStatus( "resolved" );
>} else {
> return 1;
>}
>1;
>
>So it should set a ticket to solved when the subject contains HMPF - right?
>
>The next problem i have is, how do i implement this scrip to rt? I saved it
>as an .pm file and put it into the lib to all the other scrips. than i wrote
>a perl script described in the o'reilly book page 81, to make the scrip
>available to the RTR database:
>
>#!usr/bin/perl
>
>use strict;
>use lib "/usr/share/request-tracker3.6/lib";
>
>use RT;
>use RT::Interface::CLI qw( CleanEnv GetCurrentUser );
>use RT::ScripCondition;
>
>CleanEnv();
>RT::LoadConfig();
>RT::Init();
>
>my $user = GetCurrentUser();
>unless( $user->Id ) {
> print "No RT user found. Please consult your GOD\n";
> exit 1;
>}
>
>my $sc = RT::ScripCondition->new($user);
>
>$sc->Create( Name => 'HMPF-Betreff',
> Beschreibung => 'Wenn Betreff enthaelt HMPF dann schliesse
>sofort',
> ExecModule => 'OnCreate',
> ApplicableTransTypes => 'Status',
> );
>
>When i run this scrip i get no error, but the scrip is not available in the
>webinterface of rt.
>
>what's wrong?
>
>Thanks for help
>Thomas
>
>
>
>Am 05.07.2007 15:12 Uhr schrieb "Drew Barnes" unter
><barnesaw at ucrwcu.rwc.uc.edu>:
>
> > I think this should be correct, but I haven't used this particular scrip
> > lately.
> >
> >
> > # If the subject of the ticket matches a pattern suggesting
> > # that this is a Nagios RECOVERY message AND there is
> > # an existing ticket (open or new) in the "zNagios" queue with a matching
> > # "problem description", (that is not this ticket)
> > # merge this ticket into that ticket
> > #
> > # Based on http://marc.free.net.ph/message/20040319.180325.27528377.en.html
> >
> > my $problem_desc = undef;
> >
> > my $Transaction = $self->TransactionObj;
> > my $subject = $Transaction->Attachments->First->GetHeader('Subject');
> > if ( $subject =~ /^RECOVERY (\w+) - (\S*) (\S*)/ ) {
> > # This looks like a nagios recovery message
> > $problem_desc = $2;
> >
> > $RT::Logger->debug("Found a recovery msg: $problem_desc");
> > } else {
> > return 1;
> > }
> >
> > # Ok, now let's merge this ticket with it's PROBLEM msg.
> > my $search = RT::Tickets->new($RT::SystemUser);
> > $search->LimitQueue(VALUE => 'zNagios');
> > $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR =>
> > 'or');
> > $search->LimitStatus(VALUE => 'open', OPERATOR => '=');
> >
> > if ($search->Count == 0) { return 1; }
> > my $id = undef;
> > while (my $ticket = $search->Next) {
> > # Ignore the ticket that opened this transation (the recovery one...)
> > next if $self->TicketObj->Id == $ticket->Id;
> > # Look for nagios PROBLEM warning messages...
> > if ( $ticket->Subject =~ /^PROBLEM (\w+) - (\S*) (\S*)/ ) {
> > if ($2 eq $problem_desc){
> > # Aha! Found the Problem TICKET corresponding to this RECOVERY
> > # ticket
> > $id = $ticket->Id;
> > # Nagios may send more then one PROBLEM message, right?
> > $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id
> > . " into $id because of Nagios Subject match.");
> > $self->TicketObj->MergeInto($id);
> > # Keep looking for more PROBLEM tickets...
> > }
> > }
> > }
> >
> > $id || return 1;
> > # Auto-close/resolve this whole thing
> > $self->TicketObj->SetStatus( "resolved" );
> > 1;
> >
> > Thomas Hecker wrote:
> >> i Thanks for the hint, i'll try my best, but i have problems finding the
> >> right line breaks. can anybody help? All modifications i'll try then by
> >> myself :)
> >>
> >> Thanks again
> >> Thomas
> >>
> >>
> >> Am 03.07.2007 15:15 Uhr schrieb "Drew Barnes" unter
> >> <barnesaw at ucrwcu.rwc.uc.edu>:
> >>
> >>
> >>> I would look at modifying this to suit your needs.
> >>> http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages
> >>>
> >>> Thomas Hecker wrote:
> >>>
> >>>> Hi all,
> >>>>
> >>>> i use RT 3.6.1 and look for a scrip that automatically closes new
> ticktes
> >>>> that have subjects that contain special words.
> >>>>
> >>>> an example:
> >>>>
> >>>> i have some UPS from APC wich send emails after performing
> selftesting. The
> >>>> subject is somehing like "HOMER passes internal self test" where
> HOMER is
> >>>> the name of the UPS. This email should be sent to rt. RT then opens
> a new
> >>>> ticket. Now i want a scrip that closes the ticket automatically when the
> >>>> subject of an email contains specail words. So status mails will still
> >>>> generate tickets but are closed immediately (fpt statistic purpose).
> Status
> >>>> mails with an error like "Error 123 while HOMER performing self
> test" then
> >>>> correctly will open a ticket that stays open.
> >>>>
> >>>> My problem here is, that i know nothing about perl coding, so i
> can't code
> >>>> this scrip by myself. Maybe sombody has allready a scrip wich works
> >>>> similar,
> >>>> or maybe somebody could code it?
> >>>>
> >>>> Thanks for help
> >>>> Thomas
> >>>>
> >>>>
> >>>> _______________________________________________
> >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>>>
> >>>> Community help: http://wiki.bestpractical.com
> >>>> Commercial support: sales at 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: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>Buy a copy at http://rtbook.bestpractical.com
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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