Email alerts question 🔗 link

Q wrote:

Hello all,

 I am trying to tie my ticketing system into our monitoring process. I am currently having to do this through email. Ideally I would have any alert that self recovers close the open ticket  it created. My problem is as follows:
When hobbit sends an alert it has an id number in brackets. When hobbit sends a recovery message no alert id is included, so I have no way to reference a recovery with the original alert. Is there any way to have a recovery message include the original alert id? Or some other way of having a simple link between the original message and the recovery email?

Q

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Rich Smrcina wrote:

Does the id appear in the message text?

Q wrote:

Hello all,

 I am trying to tie my ticketing system into our monitoring process. I am currently having to do this through email. Ideally I would have any alert that self recovers close the open ticket  it created. My problem is as follows:
When hobbit sends an alert it has an id number in brackets. When hobbit sends a recovery message no alert id is included, so I have no way to reference a recovery with the original alert. Is there any way to have a recovery message include the original alert id? Or some other way of having a simple link between the original message and the recovery email?

Q

Q
Rich Smrcina wrote:

Does the id appear in the message text?

Q wrote:

Hello all,

 I am trying to tie my ticketing system into our monitoring process. I am currently having to do this through email. Ideally I would have any alert that self recovers close the open ticket  it created. My problem is as follows:
When hobbit sends an alert it has an id number in brackets. When hobbit sends a recovery message no alert id is included, so I have no way to reference a recovery with the original alert. Is there any way to have a recovery message include the original alert id? Or some other way of having a simple link between the original message and the recovery email?

Q

Hello all,

 I am trying to tie my ticketing system into our monitoring process. I am currently having to do this through email. Ideally I would have any alert that self recovers close the open ticket  it created. My problem is as follows:
When hobbit sends an alert it has an id number in brackets. When hobbit sends a recovery message no alert id is included, so I have no way to reference a recovery with the original alert. Is there any way to have a recovery message include the original alert id? Or some other way of having a simple link between the original message and the recovery email?

Q

Charles Jones wrote:

I accomplished something similar (integrating Big Brother with Request Tracker) where Hobbit would send (a copy of) alert messages to my ticketing system, and it would automatically open a ticket. If a recovery message arrived, the ticketing system would mark the ticket as auto-resolved and close it.  If a sysadmin wanted to "grab" a ticket, they could and hold it open or put comments etc. This also allowed management to use the ticketing systems built-in reporting functionality to see how many hobbit alerts there were, how many recovered on their own, etc.  I posted the plugin script I made for RT to the list, if you use the search function you should be able to find it if you are interested.

P.S. The script did indeed use the alert ID to reference the origional alert when a recovery message was received...at the time I was using BB which included the id in recovery messages as well, which seems to have changed in Hobbit.

-Charles

Hello all,

 I am trying to tie my ticketing system into our monitoring process. I am currently having to do this through email. Ideally I would have any alert that self recovers close the open ticket  it created. My problem is as follows:
When hobbit sends an alert it has an id number in brackets. When hobbit sends a recovery message no alert id is included, so I have no way to reference a recovery with the original alert. Is there any way to have a recovery message include the original alert id? Or some other way of having a simple link between the original message and the recovery email?

Q