hey guys, i'm in the process of putting together a custom monitoring system for a managed services provider, and i'm looking at helpdesk systems. between otrs and request tracker, i'm leaning towards otrs, but i don't know for sure if it can do what i need it to do. hopefully one of you can answer my question. i currently have zabbix monitoring all the devices and sending out alerts, which are fed directly into otrs. this works great so far. however, i need to be able to parse an incoming alert message for certain strings (ie: "such and such a service is down"). if a match is found, i will call a custom script to remotely restart the service and modify the ticket with the result (eg: close the ticket if the service was successfully restarted). is this possible? any advice would be greatly appreciated. thanks in advance.