[rt-users] Duplicate ticket detection at OnCreate

Kevin Falcone falcone at bestpractical.com
Thu Jan 22 16:48:13 EST 2015


On Tue, Jan 20, 2015 at 10:49:48AM +1100, Chris Herrmann wrote:
> duplicate tickets on creation? I know there's a Nagios plugin - but these
> aren't Nagios tickets so you don't have a system changing state. In this case
> the emails all have identical subject tags (like SUBJECT: Warning backup
> failure on host(x)); occur within a short time interval but because they're
> generated from a remote system none of them have an RT tag like [myrtsystem #
> 12345].

The Nagios plugin is just merging after the fact based on Subject.
You could do the same thing using your subjects.  Just write a Scrip
which On Create looks for an existing ticket with the Subject and
merges (or calls SetStatus('deleted')).

If you're feeling ambitious, write a MailPlugin that transparently
adds the mail to the existing ticket, or does something else with it.

Heck, you could filter at the mail level using bin/rt to search for
tickets and blackhole mail from getting to RT if you find tickets with
the same subject.

-kevin
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