[rt-users] merge ticket on Resolve

[rmp dmd]

Hi,

Thanks for the numerous response and I was able to have a scrip that merges
RECOVERY alerts from nagios with PROBLEM tickets.
I need help again for minor modifications.I prefer to merge PROBLEM open
tickets to the RECOVERY alert ID.

Here's how the scrip goes:

An alert, ** PROBLEM alert - TESTONLYE DC2/check_test is CRITICAL **. RT
will assigned ID 2912
A new alert, ** PROBLEM alert - TESTONLYE DC2/check_test is CRITICAL **. RT
will assigned new ID 2913.
A recovery alert, ** RECOVERY alert - TESTONLYE DC2/check_test is OK **. RT
will assigned #2915.

The scrip will merge
ticket 2915 into 2912
ticket 2912 into 2913

I prefer to merge 2912 and 2913 into 2915. So when I lookup tickets, it'll
be easier for us.

I've been playing around with the scrips but nothing came out right.

Need help. Thanks!


The working scrip is below.

# 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 \*\*/) {
    # 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 => '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;
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