[rt-users] Follow-up question on Merge Ticket with existing ticket with the same subject

[rmp dmd]

Hi All,

I adjusted my scrip to below in order for to have auto merging of tickets:

The scrip
- merge ticket with the same subject
 - merge the same nagios PROBLEM alert
- merge nagios RECOVERY alert to corresponding PROBLEM alert
- merge ticket with new ticket RE: and FW: on the subject with similar
subject.

However some email clients append Re instead of RE and Fw: instead of FW:.
Im figuring it out, but nothing came up yet.

Any help to adjust the script to accept that condition?


Thanks!






# 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 "IT" 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+) - (.*) OK \*\*/) || ($subject =~ /\*\*
PROBLEM (\w+) - (.*) CRITICAL \*\*/)) {
    # This looks like a nagios recovery message
    $problem_desc = $2;
        # Ok, now let's merge this ticket with it's PROBLEM msg.
        my $search = RT::Tickets->new($RT::SystemUser);
        $search->LimitQueue(VALUE => 'IT');
 $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+) - (.*) (\w+) \*\*/ ) {
             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 OA number 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;
} else {
  my $notnagios_desc = undef;
  my $Transaction = $self->TransactionObj;
  my $subject = $Transaction->Attachments->First->GetHeader('Subject');
  $notnagios_desc = $subject;

  # look for same subject on existing tickets
  my $search = RT::Tickets->new($RT::SystemUser);
  $search->LimitQueue(VALUE => 'IT');
  $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR =>
'or');
  $search->LimitStatus(VALUE => 'open', OPERATOR => '=');
  if ($search->Count == 0) { return 1; }
  my $id = undef;
  my $same_desc = undef;
  my $same_desc_re = undef;
  my $same_desc_fw = undef;
  while (my $ticket = $search->Next) {
   # Ignore this ticket that opened this transaction
     next if $self->TicketObj->Id == $ticket->Id;
     $same_desc=$ticket->Subject;
     $same_desc_re="RE: ". $same_desc;
     $same_desc_fw="FW: ". $same_desc;
       if (($notnagios_desc eq $same_desc) || ($notnagios_desc eq
$same_desc_re) || ($notnagios_desc eq $same_desc_fw)) {
          # Found the same subject
          $id = $ticket->Id;
          $self->TicketObj->MergeInto($id);
        }
   }
  $id || return 1;
  1;
}

===

On Mon, Aug 17, 2009 at 3:49 PM, rmp dmd <rmp.dmd1229 at gmail.com> wrote:

> Thanks for the help.  I was able to make the scrip below work.
>
> The scrip was able to merge new ticket with Subject: "Test Ticket Subject"
> to an existing ticket with the same subject.
>
> Just few more questions:
> - what to add on the scrip to ignore preceeding characters such as RE: and
> FWD:? A new ticket with subject: "RE:  Test Ticket Subject" to an existing
> ticket with the same subject
> - the scrip does not merge new ticket with subject: "** PROBLEM alert -
> Saturn backup server/DNS is CRITICAL **" to an existing ticket with the same
> subject. Is there a syntax that I need to add for this?
>
> All help will be greatly appreciated.
>
>
> Thanks!
> =====
> my $problem_desc = undef;
> my $Transaction = $self->TransactionObj;
> my $subject = $Transaction->Attachments->First->GetHeader('Subject');
> $problem_desc = $subject;
> $RT::Logger->debug("This is the subject to match: $problem_desc");
> # look for subject on existing tickets
> my $search = RT::Tickets->new($RT::SystemUser);
> $search->LimitQueue(VALUE => 'IT');
> $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR =>
> 'or');
> $search->LimitStatus(VALUE => 'open', OPERATOR => '=');
> if ($search->Count == 0) { return 1; }
> my $id = undef;
> my $same_desc = undef;
> while (my $ticket = $search->Next) {
>     # Ignore this ticket that opened this transaction
>     next if $self->TicketObj->Id == $ticket->Id;
>     $same_desc=$ticket->Subject;
>    #if ($same_desc eq $problem_desc){
>    if ($problem_desc eq $same_desc){
>        # Found the same subject
>        $RT::Logger->debug("SAME $same_desc and $problem_desc");
>        $id = $ticket->Id;
>        $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into
> $id because of OA number match.");
>        $self->TicketObj->MergeInto($id);
>     }
> }
> $id || return 1;
> 1;
>
>
>
>
>
>
>
>
>
>
>
>
>
> On Fri, Aug 14, 2009 at 9:41 AM, Rémi <mirebob at gmail.com> wrote:
>
>> hi
>> try using $TicketObj->SetSubject() function,
>>
>> $TicketObj->Subject is just an accessor method
>>
>> Rémi
>>
>>
>> 2009/8/13 rmp dmd <rmp.dmd1229 at gmail.com>
>>
>>>   Hi,
>>>
>>> I'm using the scrip below to merge newly created ticket with existing
>>> ticket with the same subject. However, im getting
>>>
>>> Scrip 36 Commit failed: Can't modify non-lvalue subroutine call at (eval
>>> 1311) line 21.
>>>
>>> code for line 21 is :
>>> $ticket->Subject = $same_desc;
>>>
>>> Im not exactly sure what the error means. Please help in making the scrip
>>> work.
>>>
>>>
>>> Thanks!
>>>
>>>
>>>
>>> ====
>>>
>>> my $problem_desc = undef;
>>> my $Transaction = $self->TransactionObj;
>>> my $subject = $Transaction->Attachments->First->GetHeader('Subject');
>>> $problem_desc = $subject;
>>> $RT::Logger->debug("This is the subject to match: $problem_desc");
>>> # look for subject on existing tickets
>>> my $search = RT::Tickets->new($RT::SystemUser);
>>> $search->LimitQueue(VALUE => 'IT');
>>> $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR =>
>>> 'or');
>>> $search->LimitStatus(VALUE => 'open', OPERATOR => '=');
>>> if ($search->Count == 0) { return 1; }
>>> my $id = undef;
>>> my $same_desc = undef;
>>> while (my $ticket = $search->Next) {
>>>     # Ignore this ticket that opened this transaction
>>>     next if $self->TicketObj->Id == $ticket->Id;
>>>     $ticket->Subject = $same_desc;
>>>     if ($same_desc eq $problem_desc){
>>>        # Found the same subject
>>>        $RT::Logger->debug("SAME $same_desc and $problem_desc");
>>>        $id = $ticket->Id;
>>>        $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . "
>>> into $id because of OA number match.");
>>>        $self->TicketObj->MergeInto($id);
>>>     }
>>> }
>>> $id || return 1;
>>> 1;
>>>
>>>
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>>
>
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