As a newbie to RT scrip development, I have a question about best
practice. We are dropping our pager system in favor of AlarmPoint (now
XMatters). I have developed a simple script which identifies the RT
queue in which a ticket is created, and then calls the AlarmPoint
message daemon (running on the same linux box as RT) with parameters
extracted from the TicketObj. Everything works as expected. My
question is about where in the web-interface presented by RT for
building scrips is the best place for my "action". Does it belong in
the "Custom Action Preparation" section, or the "Custom Action
Cleanup" section?
Here is the very simple code:
Custom Condition:
if ($self->TransactionObj->Type eq 'Create' &&
($self->TicketObj->QueueObj->Name eq "ClusterSupport" ||
$self->TicketObj->QueueObj->Name eq "StorageSupport"))
{
return(1);
} else {
return(undef);
}
Custom Action preparation:
1;
Custom Cleanup:
{
my $myQueueName = '';
my $myQueue = $self->TicketObj->QueueObj->Name;
my $myId = $self->TicketObj->EffectiveId;
my $mySubject = $self->TicketObj->Subject;
if ($myQueue eq "ClusterSupport")
{
$myQueueName = "Cluster Group";
} else {
$myQueueName = "Storage Group";
}
my $binary = '/home/alarmpoint/alarmpointsystems/integrationagent/
bin/APClient.bin';
system($binary, '--map-data', 'vanderbilt', $myQueueName,
$mySubject, 'RT', "RT $myId");
1;
}
So, given that this works just fine, does the code in "cleanup"
actually belong in "preparation?"
TIA
Charles
--
Charles Johnson, Vanderbilt University
Advanced Computing Center for Research and Education
Office: 615-343-2776
Cell: 615-478-5743
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