changing existing tickets from new E-mails

Technical assistance
1

Infos:

  • Used Zammad version: 6.5.0-1745396018.12f75e39.bookworm
  • Used Zammad installation type: package
  • Operating system: debian 12
  • Browser + version: Vivaldi browser 7.3.3635.12

Expected behavior:

  • We get automated E-mails from our Zabbix about problems. It also sends a mail when the problem is resolved. These are easily recognizable as in the Subject it either says “Problem: {Problemname}” or “Resolved in xm xs: {Problemname}”. Now is it possible to automatically close a ticket when the corresponding Resolved E-mail is received? I’ve tried postmaster filters and triggers but I’ve failed to achieve this :(. Any help is appreciated.
2

Can you configure Zabbix to, instead of sending a new mail with “Resolved…”, reply to its first mail claiming the problem?

3

I could try that I’ll see if I can.

4

I looked into it and it seems very tedious, if not impossible to do. You’d have to write custom scripts for writing mails but Zabbix natively does not keep track of IDs of previously sent E-mails which is the main issue. I think you’d really have to go deep into the matter and even then success isn’t guaranteed.

5

I guess you’d have to write a script to run in regular intervals fetching all new tickets and comparing them to existing ones via the Zammad API. But i don’t know if that’s easier than configuring zabbix.

6

Naaa, just use the API CheckMK integration with a zabbix media script.
This will ease your life much more.

7

Thanks for the suggestions, but we’re already quite settled with Zabbix. The script is a last resort for me, Im right now checking out this neat feature that might enable the functionality I am looking for. From what I’ve gathered with this thread though, this functionality is not automatically supported by Zammad sadly. If the media type doesn’t work, I’ll write a script. Thanks for the help!

8

Please read my answer again. I did not tell you to ditch Zabbix.