Cockpit ITSM tickets follow-up

The purpose of this program is to send an email to operators with a list of tickets:

• that are not assigned
• that have not been updated recently
• that have not received any updates from monitoring

Let's see what the buttons in the interface are for.

This configuration window allows you to save the path to the portal and the login credentials.

Start by selecting the Organizations for which tickets should be tracked.

Depending on the organizations selected, all teams linked to these organizations are displayed in the second tab. From these teams, select those that need to be checked.

The goal is to assign a color to each status. For each priority, assign it a short priority (2 characters) and assign a default color to that priority (which will be the same for all organizations).

The list of all possible ticket statuses is retrieved. A default color is assigned to certain statuses. To change the color, double-click on the line.

The list of all possible ticket priorities is retrieved. By selecting one of these priorities, you can choose the short text assigned to it from the drop-down list. By double-clicking on the example at the bottom left, you can change the status color.

Retrieves the list of all open tickets for the selected organizations.

The list of tickets obtained is displayed in the grid on the right. It is possible to save its contents in an Excel file.

This menu allows you to edit the various texts in the message that will be sent. A default text is already provided.

This window allows you to define delays before the tickets appears in unassigned tickets (by default 15 minutes) and the number of days before the tickets appears in the without update list (by default 14 days).

…As well as statuses to ignore, as it is normal for tickets not to be updated frequently when this status is selected. This list should be adapted to your configuration.

Generates the email content and builds the recipient list. Once the email has been generated, it is displayed in your web browser.

Configuring access to the SMTP server. Test email addresses can be entered (when you do not want to send the message to all recipients).

Do you really need an explanation? Yes, it sends the email, but there are two categories of recipients:

There are two possibilities:

1. If tickets are not assigned and you are part of the team to which the ticket is assigned, you will receive this email because a team member must assign the ticket.
2. Or one of the tickets without an update, or one of the tickets with more than 10 automatic exchanges is assigned to you.

If you are copied on this email, it means that you are part of one of the teams for which the tickets are analyzed (see the list at the top of the page). You receive this email for informational purposes only.

It is possible to schedule the program to run regularly (for example, using the Windows Task Manager). To do this, simply add a parameter after the executable name. For example:

ledCockpitITSM_Tickets.exe  AUTO

In automatic mode, the eyes of “Big Brother/1984” are red.

Cockpit ITSM is not a scheduler, there are dedicated programs for that.

But I'm going to show you how to run a program from Cockpit ITSM.

Since Cockpit ITSM waits a maximum of 30 seconds for a command to be returned, a batch file must be used to execute the program. Here's its content (to be adapted to your directories):

@ECHO OFF
:: Remove the previous check file
IF EXIST C:\TEMP\Tickets.task DEL C:\TEMP\Tickets.task
:: Remove the previous log file
IF EXIST %APPDATA%\Ledman\ledCockpitITSM\*.log DEL %APPDATA%\Ledman\ledCockpitITSM\*.log
:: Execute the program
START "Cockpit ITSM tickets follow-up" /D "C:\Program Files\Ledman\ledCockpitITSM" ledCockpitITSM_Tickets_Debug.exe AUTO
:: Check if he is started
tasklist /FI "IMAGENAME EQ ledCockpitITSM_Tickets_Debug.exe" > C:\TEMP\Tickets.task
:: Display the result of the tasklist command
TYPE C:\TEMP\Tickets.task
:: Remove the check file
IF EXIST C:\TEMP\Tickets.task DEL C:\TEMP\Tickets.task

Call the script with a “Windows - Custom command - Output” supervision control.

And finally, adjust the execution schedule according to your needs.

• ledCockpitITSM_Tickets.exe → the executable file

• ledCockpitITSM_Tickets.ini → parameters of the program. Sensitive data is encrypted.
• ledCockpitITSM_Tickets_1.html to ledCockpitITSM_Tickets_8.html → templates of texts for the email
• ledCockpitITSM_Tickets.to and ledCockpitITSM_Tickets.cc → List of email recipients
• ledCockpitITSM_Tickets.html –> Generated email
• ledCockpitITSM_Tickets_[timestamp].log –> Log for an automatic execution
• ledCockpitITSM_Tickets.log –> Log when the debug version is used

The setup program is here and the executable is here. Having trouble downloading? See this page.

Do you have any ideas for improvements? Having difficulties using the application? Feel free to send me an email.

Having spent quite a few hours designing it (only in my spare time), a small financial contribution would be appreciated. There is a link for this in the “About…” window.

• Add a delay (default 15 minutes) before a ticket appears in unassigned tickets
  • See filters and Texts
• Added a progress bar when retrieving tickets
• Forces the Debug window to close when the debug version of the program is running.
• Limits program execution to a single instance

• Minor bug fixes
• Removal of popups in debug mode
• Use of GExperts Debug Window in Debug mode
• Creation of a log in automatic mode
• Fixed log management in automatic mode

• Initial version

Don't forget to read the END-USER LICENSE AGREEMENT.