How to stop duplicate tickets from monitoring tools

[Billy Perkins]

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.

[Andy Brook [Plugin People] · Accepted solution]

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!

[Andris Grinbergs]

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.