About tickets

ablica

SIR,i have integrated an NMS with OST . OST is creating tickets against every notification coming from NMS(monitoring server).it is creating tickets against same issue with different ticket number.is there any solution to customize the OST it check,igf once the ticket is opened. it should not open the same ticket again.if you got my point please reply.Regards,

ntozier

You may be able to user Admin panel -> Manage -> Ticket Filters to reject tickets that have the same subject or something. You would have to play with the settings in filters to see if that suites your needs.

ablica

ok let me first try the settings in filters. then would ask for further help .

ablica

How can we have a "distinct" check on the ticket subject related to the ticket number? I mean that for a distinct event there should be no more than one ticket.

ablica

here i attached a snap shot of a filter .i have created a filter for one campus.Defined Rules Here:Issue summary--> starts with--> devices name example "NMS device name "then ticket assigned to this particular person automatically as shown in below image. blank

ablica

This filter is helpful for automatic assignment of tickets to the particular persons.and those persons are being notified through emails. this is good point about filters.But the problem i am facing,Os Ticket notifies as. if an issue created against a device with "down notification" with ticket id 6055.after some time, if device status is cleared then it notify us with new ticket id as 6056.it

must notify that device having ticket id 6055 status is cleared now.it

opened a new ticket about same device with same problem.how could i resolve this error.please help.

ablica

@[deleted] please give me feedback on my query.if you got my point then tell me how could i fix this problem.Regards,

ntozier

With out examples of the emails I do not think that I can advise.

ablica

Please look at the following snap shot.red highlighted area is showing issue subject of device. SJP-Edge-01=device namei created a ticket filter so, particular device issue is assigned to concerned person.i defined rule as:Issue summary Starts with SJP-Edge 01then notification assigned to this person.Right?

ablica

snap shot

ablica

snap shot is not being displayed here :( i tied to upload it.::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::well i continued my questionthis filter works as, ass notification related to device start sending notification to concerned person. this is good point of filters..but when device down notification is created with ticket number 6055. then send notify through email.ticket created about this device.after some times,if issue is resolved then it notify us with different ticket number 6056.like, SJP Edge -01 is up now.Again it creates Ticket for same device of same issue.it should notify with same ticket number that, Ticket number 6055 issue is resolved now.i want to avoid this scenario.this is flaw about OSticket. Tell me how to AVOID ABOVE MENTIONED ISSUE.hope you got my point .@[deleted]

ntozier

Couldn't you add a filter that hasSubject CONTAINS is up nowdeny ticket?

ablica

@[deleted]if device is up after some delay . then notification must be sent to department members.like 6055 ticket contains "notification of down status" of a device.then it must notify us with same number of ticket 6055 containing "notification of UP status".so if i followed your comment:if i make a new filter with name "Deny Tickets"and defined Rules here as:isssue summary contains " SJP-Edge 01 PING 37 (Ping) Up"then Reject ticket .Then this filter will work as, it would not sent notification of up Status.rather notifying us about up status , it simply ignore that message BY discarding new tickets.OSTicket simply creates a new ticket against every event/trigger. :(what you say on my explanation.