[rt-users] scrip to change subject for tickets created w/rt-mailgate

[Kenneth Crocker]

Rob,

We have our job schedular send email to RT when a job ends abnormally. Each
job can have it's "To:" email address specified so it's easy for us to send
it to the correct support Queue (different jobs supported by different
Queue/teams). In your instance, you might want to use Subject tags to get
the emails to the right Queue, if your using different Queues like us. Then
the scrip for each Queue can be more specific in custom conditions.

Kenn
LBNL

On Tue, May 24, 2011 at 12:00 PM, Sullivan, Rob <
rsullivan at peerlessnetwork.com> wrote:

> Management here has requested that all major and critical alarms from
> our monitoring system are emailed to RT as well as the pagers so that we
> can run daily reports on the tickets and provide a high level view of
> what's happened overnight for engineering.  The monitoring package sends
> out email with the subject line "Event Active!" and the vendor has
> informed us this can't change.  Subsequently we'd like to have the event
> message which is currently contained in the message body show up in the
> subject field on the ticket so that the queue view and subsequent
> reports will show the nature of each ticket without having to open it.
> For instance, a ticket which currently looks like this:
>
> Sub: Event Active!
> Body: 110524 06:34:00 ISD4000 LVL=Maj 10.31.50.11  Redundant card in
> slot 4 is active, check health of client modules - Active!
>
> Would look like this:
>
> Sub: LVL=Maj 10.31.50.11  Redundant card in slot 4 is active, check
> health of client modules - Active!
> Body: 110524 06:34:00 ISD4000 LVL=Maj 10.31.50.11  Redundant card in
> slot 4 is active, check health of client modules - Active!
>
> I'm not sure where to start as far as the scrip and template go.  Any
> suggestions?
> Thanks,
>
> Rob Sullivan
> Systems Engineer, Peerless Network Inc
> rsullivan at peerlessnetwork.com
> 312-506-0948
>
>
>
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