Auto-merge feature not working. Stumped

[jnelson]

This has me pretty stumped. I thought this would be a slam dunk but it appears I'm missing something. I am testing an email alert feature from a system that is configured to send OTRS email with specific subject lines. I have a PostMaster Filter enabled to set X-OTRS-Queue value to a specific queue that I want these tickets created in. The problem is that during an alert time, the source system will resend the alert every one minute until resolution. What I want is for these to be merged as articles in a single ticket obviously but they are still creating multiple tickets.

Here's an example of the subject lines.

XXXXXXX_Program_Alert: Program=https://XX.XX.XX.XX/#/programs/unique_s ... ce_program

The first group of XX's (and Program_Alert) is the non-unique subject identifier that is used to identify the email as a match to the above mentioned filter and moved into the specified queue. The second group of XX's is obviously an IP address of the host which may or may not be unique. The string at the end is very unique to the specific instance of the program in question. Here's an example string: 4f8606be-72a6-4b68-81d9-15dw01f4b279. I may receive several alerts from various programs that are the same with the exception of this string. In the body of the email there are several components that are the same, Title, IP address, Alert message and error, error component source, First error time etc. but some things that are different, like error count and Last error time.

I've enabled Ticket->Core::PostMaster::PostmasterFollowUpSearchInReferences along with PostmasterFollowUpSearchInBody and PostmasterFollowUpSearchInRaw.

Thanks for any suggestions!

OTRS Appliance 4.0.5 on ESX VM Host

[jojo]

the mentioned filters will not work as there is no ticket number present and also no In-Reference-To or In-Reply-To Header. Have a look at the system monitoring plugin for this usecase

[jnelson]

Have a look at the system monitoring plugin for this usecase

Thanks. Is there any documentation available besides the included PDF? At a glance this appears to be related to nagios system which I don't have and the PDF is incredibly un-detailed on configuration.

[reneeb]

The SystemMonitoring plugin is not bound to Nagios.

[jnelson]

The SystemMonitoring plugin is not bound to Nagios.

Yeah I realized that after I looked at the configuration. Is there more documentation available that you know of?

[jnelson]

The SystemMonitoring plugin is not bound to Nagios.

Took a look at your signature and found your plugin. Thanks. Works perfectly. You rock.