How to stop duplicate tickets from monitoring tools

I have three server and application monitoring tools that I would like to be able to send an email to JIRA when a critical alert has been triggered. I am currently with JEMH to sort these emails. I can successfully route the alert emails into the correct projects using JEMH. However, when the alert ticket is open any similar tickets that are generated, I would like them to be comments of the orginial. Instead, I am getting duplicate tickets created. I understand why this is happening but I am wondering if there is a feature that I am missing that would allow me to stop this from happening.

2 answers

1 accepted

This widget could not be displayed.

JEMH has some tricks to help in this scenario, with limited info on your setup, heres what could work:

If you have nominated external sender email addresses (from:) for each system, JEMH Regexp Field Processor can match on those and 'own' them for processing. RegexpFieldProc helps in your situation when there is a unique remote system ID of some kind. Best cases, this would be a simple alphanumeric ID, if it starts to include punctuation and symbols it complicates/breaks JQL lookups. The remote system ID is used to look for an existing issue with a custom field containing that value. If none is found, an issue is created, if it is found, it would be added as a comment.

Regexp Field Processor will require some rudamentary regexp knowledge!

https://thepluginpeople.atlassian.net/wiki/display/JEMH/Use+Regexp+Field+Processor

There is also a Nagios Field Proccesor that works with Nagios (of course!) and also does system comment/create behaviour but is based on the structured subject such notifications have, in this case, it will do the right thing and comment where 'down/broken' messages keep arriving, the great thing though is that if the service reports 'UP/OK' the related issue is automatically resolved. Subsequent down messages result in a new issue.

https://thepluginpeople.atlassian.net/wiki/display/JEMH/Use+Nagios+Field+Processor

If you have cases that can't be handled by above, please log a support ticket @ https://thepluginpeople.atlassian.net/browse/JEMH/, supporting integration of external systems by email is a core use case JEMH works to address, so if there is a system that can't be integrated, I want to know!

This widget could not be displayed.

On some monitoring tools you can define dependencies and flapping to minimize duplicate tickets.

For Jira - you need to add original issue ID in subject line to make reoccured issues to display as comments. Which seams quite hard to manage.

Suggest an answer

Log in or Sign up to answer
Atlassian Summit 2018

Meet the community IRL

Atlassian Summit is an excellent opportunity for in-person support, training, and networking.

Learn more
Community showcase
Posted Wednesday in New to Jira

Are you planning to trial, or are currently trialling Jira Software? - We want to talk to you!

Hello! I'm Rayen, a product manager at Atlassian. My team and I are working hard to improve the trial experience for Jira Software Cloud. We are interested in   talking to 20 people planning t...

220 views 3 0
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you