slack-rt-linker

A scrip to post and update Slack messages linked to BestPractical RT tickets.

Tickets are posted in slack when created or moved to an applied RT queue. A Take or Steal link is displayed as appropriate.

Slack message is updated when ticket is taken or when Requestor or Owner are modified.

Installation & Config

Slack App

1. Create a Slack App: https://api.slack.com/apps
2. From Scratch
3. Add features and functionality * Permissions > Scopes > Bot Token Scopes: channels:read, chat:write * Permissions > Scopes > OAuth Tokens for Your Workspace > Install to Workspace * Bots > Messages Tab
4. Install your app

RT Scrip & CF

1. Create a "slack_timestamp" Custom Field in your RT instance. Apply it whichever queues you will use with this scrip.
2. Create a scrip:

• Basics
  • Condition: User Defined
  • Action: User Defined
  • Template: Blank
• Custom condition: Paste code from the CustomCondition file.
• Custom action preparation code: Paste code from the CustomActionPrep file.
• Custom action commit: Paste code from CustomActionCommit file.

3. Configure it

• set your $slackURL, rtURL, $token
• find the slack channel IDs and configure queue -> channel mapping
  • In slack, right click the channel, copy link, past it somewhere. The id is at the end. Looks something like this: "C011AAXXXX"

4. Apply the scrip to the desired RT queues.
5. Invite your Slack App to the desired channels.