On Wed, Nov 23, 2011 at 02:38:08PM +0100, Vegard Vesterheim wrote: > We would like to implement automatic handling of email messages with > "foreign tickets" in our RT installation. > > When we get an email message containing a foreign ticket-id, we will > create a new RT ticket in our system, taken special care to register the > foreign ticket-id. When we get an email message with updated information > about a previously seen foreign ticket-id, we will append/merge this > into the existing RT ticket in our system. Ticket resolution could be > automatic as well. > > I found this solution on the wiki, which implements a similar idea. > http://requesttracker.wikia.com/wiki/AutoCloseOnNagiosRecoveryMessages
This has been repackaged as rt-extension-nagios > We would like this to be handled in a generic way. In principle one > ticket in our RT system can refer to several other tickets on different > foreign ticket systems. The first question is how to store the foreign > ticket-id. One possibility is to use one of the Links fields in RT, > another is to create a specific multivalued custom field. > > I guess this is a common use-case, and it could probably be implemented > in a generic way, maybe even as an RT extension. I am wondering if > someone has done something like this already. The problem with the generic solution is usually the parsing/regenerating of the foreign system's ticket information. That tends to vary wildly. I'd probably store the foreign ticket info in RT using a Custom Field with a Link To setting back into the foreign system, but a Refers To link would also work. -kevin
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