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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-rt-take

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

slack-rt-steal

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.
  1. 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"
  1. Apply the scrip to the desired RT queues.
  2. Invite your Slack App to the desired channels.