integrate hobbit with trouble ticket system? 🔗 link

On Fri, Dec 30, 2005 at 10:20:07AM, Marco Avvisano wrote:

Anyone have integrated hobbit with trouble system ?

I'm tryng Request Tracker, it seems a good tool 
http://www.bestpractical.com/products.html


Marco

-- 

Asif Iqbal wrote:

I know Charles Jones--member of this community--integrated Bigbrother with RT. He may explain you more. Also there was another person who integrated nagios with RT. 
You may be able to search the RT mail archive through google to get
specifics

On Fri, Dec 30, 2005 at 10:20:07AM, Marco Avvisano wrote:
 

Anyone have integrated hobbit with trouble system ?

I'm tryng Request Tracker, it seems a good tool 
http://www.bestpractical.com/products.html
   

If you are interested in the scrip I can dig it up and post it.   It's written in Perl using the RT API, it shouldn't be too  difficult to modify it for use with hobbit.

-Charles

Hi Charles,

I would be interested too in such a script !


--
Olivier


Le 31 déc. 05 à 04:18, Charles Jones a écrit :

Marco,

Yes I wrote a "scrip" (what RT calls filters or plugins) that would parse emails from bigbrother and automatically open a ticket in  RT. When BigBrother sent a recovery message, the scrip would auto- resolve the ticket as well.  This allows a tech to claim a ticket  and comment on it etc. This also enabled us to automatically trend  how many BB tickets were created and resolved over time, using RT  and in-house tools.

If you are interested in the scrip I can dig it up and post it.   It's written in Perl using the RT API, it shouldn't be too  difficult to modify it for use with hobbit.

-Charles

-----Ursprüngliche Nachricht-----
Von: Olivier Beau [mailto:user-fe6e0e6a0d05@xymon.invalid] Gesendet: Samstag, 31. Dezember 2005 09:34
An: user-ae9b8668bcde@xymon.invalid
Betreff: Re: [hobbit] integrate hobbit with trouble ticket system?

Hi Charles,

I would be interested too in such a script !


--

Olivier


Le 31 déc. 05 à 04:18, Charles Jones a écrit :

Marco,

Yes I wrote a "scrip" (what RT calls filters or plugins) that would  parse emails from bigbrother and automatically open a ticket in  RT.  When BigBrother sent a recovery message, the scrip would auto- resolve the ticket as well.  This allows a tech to claim a ticket  and comment on it etc. This also enabled us to automatically trend  how many BB tickets were created and resolved over time, using RT  and in-house tools.

If you are interested in the scrip I can dig it up and post it.   It's written in Perl using the RT API, it shouldn't be too  difficult to modify it for use with hobbit.

-Charles

Marco Avvisano a écrit :

 Anyone have integrated hobbit with trouble system ?
 I'm tryng Request Tracker, it seems a good tool  *http://www.bestpractical.com/products.html*

Asif Iqbal wrote:

I know Charles Jones--member of this community--integrated Bigbrother with RT. He may explain you more. Also there was another person who integrated nagios with RT. 
You may be able to search the RT mail archive through google to get
specifics

On Fri, Dec 30, 2005 at 10:20:07AM, Marco Avvisano wrote:
 

Anyone have integrated hobbit with trouble system ?

I'm tryng Request Tracker, it seems a good tool 
http://www.bestpractical.com/products.html


Marco
   

Subject: Re: [hobbit] integrate hobbit with trouble ticket system?

Here is the "scrip" I made for BigBro->RT.  Basically I sent a copy of all BigBrother alerts to RT via the normal email gateway method, which creates a ticket in the RT system.

The following RT Scrip basically does the following:
1. Recognizing a resolved message via the resolved numeric code (0000000) in the subject*
2. Parsing the BB event ID from the subject of the resolved message.
3. Search out the initial alert ticket that has the same ID
4. If nobody has claimed the ticket, set its status to resolved, and add a note to the ticket indicating it was auto-resolved (This is by design as I didn't want to auto-resolve tickets that a tech had claimed and was working on).
5. Delete the ticket created by the recovery message (otherwise these accumulate).

*Note: Big Brother puts the alert ID in the resolved page, by default Hobbit does not, so this will NOT work for Hobbit out of the box..  This can perhaps be accomodated by either using a custom paging script, or modifying the way Hobbit creates the subject line of recovery pages.

The scrip uses the RT API, which looks a bit confusing if you don't know the object names (Jesse helped me there), but the only thing that should need tweaking is the regular expression in the first line, which matches the standard BB recovery subject and parses out the event ID.

I havn't used RT in some time, so I cannot guarantee this will work on the latest version.
If you are new to RT, please read up on RTs use of "Scrips" before you try to implement this.

--- start paste ---
[cjones at crimson misc]$ cat RT-AutoResolveScrip.pl
if ($self->TicketObj->Subject =~ /\!BB - 0000000\!.+(\d+)/) { # Detect BB recovery page and parse ID
 $RT::Logger->debug('############# AUTORESOLVING TICKET ################');
 my $id = $1;
 my $tickets = new RT::Tickets($RT::SystemUser); # Open a new ticket
 $tickets->LimitQueue(VALUE => ($self->TicketObj->QueueObj->Id));
 $tickets->LimitStatus(VALUE => 'new');
 $tickets->LimitStatus(VALUE => 'open');
 while (my $ticket = $tickets->Next) { #Loop through all the new and open tickets.
       next if ($ticket->Subject!~/$id/); #Ignoring ones that do not have the same event id.
       $self->TicketObj->AddLink( Type => 'MemberOf', Target =>$ticket->Id); #Link it to the alert ticket.
       $ticket->SetStatus('resolved') if ($ticket->OwnerObj->Name =~/Nobody/); #Resolve if nobody claimed it.
       my $mimeobj = MIME::Entity->new();
       $mimeobj->build(Type => 'text/plain', Data => 'Auto Resolved by Big Brother'); #Add a comment.
       $ticket->_NewTransaction(
                Type      => 'Comment',
                MIMEObj     => $mimeobj,
       );
 }
 # Delete the BB recovery generated ticket.
 $self->TicketObj->SetStatus('deleted') ;
}
return 1;
---- end paste ----


-Charles


Asif Iqbal wrote:

I know Charles Jones--member of this community--integrated Bigbrother with RT. He may explain you more. Also there was another person who integrated nagios with RT.
You may be able to search the RT mail archive through google to get
specifics

On Fri, Dec 30, 2005 at 10:20:07AM, Marco Avvisano wrote:

Anyone have integrated hobbit with trouble system ?

I'm tryng Request Tracker, it seems a good tool
http://www.bestpractical.com/products.html


Marco

On Monday 02 January 2006 11:32, Frédéric Mangeant wrote:

Marco Avvisano a écrit :

Anyone have integrated hobbit with trouble system ?

I'm tryng Request Tracker, it seems a good tool

*http://www.bestpractical.com/products.html*

Hi all

I've integrated Hobbit with Computer Associates's Unicenter ServicePlus
Service Desk (USPSD), if someone is interested.