Deduping Functionality in OTRS
Hi All, We use OTRS and nagios combination in our company. Nagios creates tickets whenever there is an alert. If the issue persists for a longer time, Nagios does a couple of checks after a specific period of time and it creates another ticket. My concern here is, a lot of duplicate tickets(similiar) tickets are getting created and this is happening for multiple issues resulting in huge volume of tickets, further increasing the operational load of closing them manually. I would like to know if there is a way to dedupe/update the first ticket itself after doing a recheck (or) is there a way to check if a ticket already exists, if yes udate the same else create a new ticket. Thanking you in Advance. Sharan
Take a look at this thread:
https://otrsteam.ideascale.com/a/dtd/Prevent-multiple-tickets-being-created-...
2012/8/20 Sharan Kumar
Hi All,
We use OTRS and nagios combination in our company. Nagios creates tickets whenever there is an alert. If the issue persists for a longer time, Nagios does a couple of checks after a specific period of time and it creates another ticket. My concern here is, a lot of duplicate tickets(similiar) tickets are getting created and this is happening for multiple issues resulting in huge volume of tickets, further increasing the operational load of closing them manually. I would like to know if there is a way to dedupe/update the first ticket itself after doing a recheck (or) is there a way to check if a ticket already exists, if yes udate the same else create a new ticket.
Thanking you in Advance.
Sharan
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-- Rafa Quiñonero Figuerola Tlf: 01577-6805709 rafakorp@gmail.com
Are you using the System Monitoring plugin? It does some amount of sanity checking about existing tickets. We use OTRS and nagios combination in our company. Nagios creates tickets whenever there is an alert. If the issue persists for a longer time, Nagios does a couple of checks after a specific period of time and it creates another ticket. My concern here is, a lot of duplicate tickets(similiar) tickets are getting created and this is happening for multiple issues resulting in huge volume of tickets, further increasing the operational load of closing them manually. I would like to know if there is a way to dedupe/update the first ticket itself after doing a recheck (or) is there a way to check if a ticket already exists, if yes udate the same else create a new ticket. Thanking you in Advance. Sharan
David Boyes is right. System Monitoring is the solution to use OTRS and
Nagios together. You can find by searching it in the Package Manager.
There's a pdf in the internet about how to configure it.
2012/8/20 David Boyes
Are you using the System Monitoring plugin? It does some amount of sanity checking about existing tickets. ****
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We use OTRS and nagios combination in our company. Nagios creates tickets whenever there is an alert. If the issue persists for a longer time, Nagios does a couple of checks after a specific period of time and it creates another ticket. My concern here is, a lot of duplicate tickets(similiar) tickets are getting created and this is happening for multiple issues resulting in huge volume of tickets, further increasing the operational load of closing them manually. I would like to know if there is a way to dedupe/update the first ticket itself after doing a recheck (or) is there a way to check if a ticket already exists, if yes udate the same else create a new ticket.****
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Thanking you in Advance.****
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Sharan****
_______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
-- Rafa Quiñonero Figuerola Tlf: 01577-6805709 rafakorp@gmail.com
participants (3)
-
David Boyes -
Rafa Quiñonero Figuerola -
Sharan Kumar