RT-Extension-Flock

Send webhook notifications to Flock (and many others) on various events in Request Tracker

Introduction

This extension is designed for the packaged installation of Request Tracker 4 in Ubuntu 18.04 LTS to send webhook notifications to Flock. This extension is an improved version of and inspired by the Slack extension found here.

Request Tracker

Tested with and designed for RT version 4.4.2 that is shipped with Ubuntu 18.04 LTS. It should work with any installation of Request Tracker 4.

Installation

Requirements

apt install request-tracker4 rt4-apache2 rt4-clients rt4-db-postgresql
apt install make build-essential libmodule-install-perl

Build the extension

perl Makefile.PL
make
make install

You may need root permissions to do any of these steps

Edit /etc/request-tracker4/RT_SiteConfig.pm and install the extension by adding the folllowing line:

Plugin('RT::Extension::Flock');

Clear your mason cache

rm /var/cache/request-tracker4/mason_data/obj -fr
mkdir /var/cache/request-tracker4/mason_data/obj
chown www-data /var/cache/request-tracker4/mason_data/obj/

Restart your webserver

service apache2 restart

Configuration

This extension does not need any configuration. The webhook address is taken from the scrip so you can use many webhooks at the same time. This will give you a lot of flexibility in using this extension.

Usage

1. Create a new scrip
2. Choose a description and condition, for example On Create to send a notification on newly created tickets
3. Action is User Defined
4. Template is Blank
5. Use the Customer action preparation code to trigger Notify() in the extension

You need to call RT::Extension::Flock::Notify() with exactly two arguments:

message => {},
address => https://api.flock.com/hooks/sendMessage/<uuid>

The message may contain multiple levels that will be converted to JSON before sending the webhook.

Example code

# Get the ticket properties
my $ticket = $self->TicketObj;

# Construct the direct display link to this ticket
my $link = join RT->Config->Get('WebPort') == 443 ? 'https' : 'http','://',RT->Config->Get('WebDomain'),RT->Config->Get('WebPath'),'/Ticket/Display.html?id=',$ticket->Id;

# Get the name of the queue
my $queue = $ticket->QueueObj->Name;

# Get the name of the requestor, or use our name if we created the ticket
my $requestor = $ticket->RequestorAddresses || 'Request Tracker';

# Construct a message object to send to the webhook
my $message = {
 requestor => $requestor,
 subject => $ticket->Subject,
 ticket => {
  id => $ticket->Id,
  queue => $queue
 },
 link => $link
};

# Send the notification message to our webhook
RT::Extension::Flock::Notify(message => $message, address => 'https://api.flock.com/hooks/sendMessage/0260d544-1fa3-48c1-930e-00b9adaf81ac');

In Flock you can take arguments from the webhook and construct a nice message on one of your channels.

{"flockml":"New <strong>urgent</strong> incident [<strong>#$(json.ticket.id)</strong>] in queue [<strong>$(json.ticket.queue)</strong>] has been created<br/><a href=\"$(json.link)\">$(json.subject)</a>"}

In Flock you can create many webhooks, for different notifications (i.e. new ticket, ticket resolved) and different channels.

The webhook is plain JSON and will be sent with application/json Content-Type, therefore it should be compatible with many other webhooks, including Slack and Mattermost.