i havent seen any responses to this yet, so i figured id
rephrase/simplify my question:
does anyone know if it's possible to automatically execute a custom
shell script whenever a ticket is generated? ive been looking at the
documentation, but i have yet to come across an example of doing this.
thanks in advance.
Mike Conigliaro wrote:
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.
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