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
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
To unsubscribe from the hobbit list, send an e-mail to hobbit-unsubscribe at hswn.dk
-- Rich Smrcina VM Assist, Inc. Phone: 414-491-6001 Ans Service: 360-715-2467 rich.smrcina at vmassist.com http://www.linkedin.com/in/richsmrcina
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Unfourtantly, it does not.
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
To unsubscribe from the hobbit list, send an e-mail to hobbit-unsubscribe at hswn.dk
From: Q <q at tippett.com> Reply-To: hobbit at hswn.dk To: hobbit at hswn.dk Subject: Re: [hobbit] Email alerts question Date: Fri, 07 Sep 2007 08:26:38 -0700
Unfourtantly, it does not.
Hint, Hobbit source code is available,right ? I am interested but not to a point to modify the source code. tj
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
To unsubscribe from the hobbit list, send an e-mail to hobbit-unsubscribe at hswn.dk
To unsubscribe from the hobbit list, send an e-mail to hobbit-unsubscribe at hswn.dk
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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
To unsubscribe from the hobbit list, send an e-mail to hobbit-unsubscribe at hswn.dk
I did indeed read that post which gave me a great start to the project. I am just getting stuck on the recovery id.
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
To unsubscribe from the hobbit list, send an e-mail to hobbit-unsubscribe at hswn.dk
To unsubscribe from the hobbit list, send an e-mail to hobbit-unsubscribe at hswn.dk
participants (4)
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jonescr＠cisco.com
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q＠tippett.com
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rsmrcina＠wi.rr.com
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tj_yang＠hotmail.com