[itsm] Automatic link of CI

Katynski, Bogdan bogdan.katynski at gigaset.com
Thu Dec 13 10:45:34 GMT 2012


Hello

Thank you for help. I configured a PostMaster filter to add a service to a new ticket from monitoring.

Pozdrawiam / Kind Regards
Bogdan Katynski
-------------------------------------------------------
Gigaset Communications Polska Sp.z o.o.
R&D PL E B3
ul. Strzegomska 52A
53-611 Wroclaw, Poland
Tel. +48 71 777 1789
bogdan.katynski at gigaset.com<mailto:bogdan.katynski at gigaset.com>

From: itsm-bounces at otrs.org [mailto:itsm-bounces at otrs.org] On Behalf Of Mikael Kermorgant
Sent: Wednesday, December 12, 2012 10:26 PM
To: OTRS::ITSM User questions and discussions
Subject: Re: [itsm] Automatic link of CI

Hello,

I just posted a topic about that on the forums today : http://forums.otterhub.org/viewtopic.php?f=61&t=18470

Apparently, otrs stores the service in a TicketFreeTex field, and it does not seem that easy to link it to a service.

Regards

Mikael Kermorgant

On Tue, Dec 11, 2012 at 3:29 PM, Katynski, Bogdan <bogdan.katynski at gigaset.com<mailto:bogdan.katynski at gigaset.com>> wrote:
Hello

I manager to Get the lin king of CI working properly by configuring two contacts in Icinga especially for OTRS. They share a common email address. I still have another question. How can I make a service linked to the ticket? In SysConfig I have:

PostMaster::PreFilterModule###1-SystemMonitoring
ServiceRegExp:          \s*Service:\s+(.)\s

(this is default value)

And I have a service named  bacula-fd configured.

However upon receiving an alert:
** PROBLEM Service Alert: ldap.test.net/bacula-fd<http://ldap.test.net/bacula-fd> is CRITICAL **

The CI with a name ldap.test.net<http://ldap.test.net> gets linked to the incident ticket but the service bacula-fd doesn’t.

Does anybody know what the problem could be?

Pozdrawiam / Kind Regards
Bogdan Katynski
-------------------------------------------------------
Gigaset Communications Polska Sp.z o.o.
R&D PL E B3
ul. Strzegomska 52A
53-611 Wroclaw, Poland
Tel. +48 71 777 1789<tel:%2B48%2071%20777%201789>
bogdan.katynski at gigaset.com<mailto:bogdan.katynski at gigaset.com>

From: itsm-bounces at otrs.org<mailto:itsm-bounces at otrs.org> [mailto:itsm-bounces at otrs.org<mailto:itsm-bounces at otrs.org>] On Behalf Of Katynski, Bogdan
Sent: Tuesday, December 11, 2012 10:01 AM

To: OTRS::ITSM User questions and discussions
Subject: Re: [itsm] Automatic link of CI

Hello

Thanks for the hint. I’ll try this way or maybe the other way round: configure two otrs contacts in Icinga. I’ll write to the group if I succeed for future reference.

Pozdrawiam / Kind Regards
Bogdan Katynski
bogdan.katynski at gigaset.com<mailto:bogdan.katynski at gigaset.com>

From: itsm-bounces at otrs.org<mailto:itsm-bounces at otrs.org> [mailto:itsm-bounces at otrs.org] On Behalf Of Alvaro Cordero
Sent: Friday, December 07, 2012 3:33 PM
To: OTRS::ITSM User questions and discussions
Subject: Re: [itsm] Automatic link of CI

Hello,
What we have done is to pass the arriving email (notification) to postmaster twice and created aliases in postfix to handle that, so we have couple of lines in postfix as follows.

alerts:        alerts-create, alerts-link
alerts-create:  "| /../scripts/parse.pl<http://parse.pl> | /opt/otrs/bin/PostMaster.pl"
alerts-link:  "| /../scripts/parse.pl<http://parse.pl> | /opt/otrs/bin/PostMaster.pl"

So the first one pases the email to the other two an in the parser makes the email hearders to match what we configured in the module.

Hope it helps.

Regards
2012/12/7 Katynski, Bogdan <bogdan.katynski at gigaset.com<mailto:bogdan.katynski at gigaset.com>>
Hello

Thank you for the response. This module is what I've been looking for. There's only one issue with this module: the CI from CMDB is linked to the incident ticket but not after first notification. I had to setup Nagios to renotify about problems. Only after the second notification has arrived, the CI gets linked to the ticket. Is there any workaround for this? I don't want renotifications in general so I would have to set them up only for the purpose of otrs.

Pozdrawiam / Kind Regards
Bogdan Katynski
From: itsm-bounces at otrs.org<mailto:itsm-bounces at otrs.org> [mailto:itsm-bounces at otrs.org<mailto:itsm-bounces at otrs.org>] On Behalf Of Lucio aquino
Sent: Thursday, December 06, 2012 12:28 PM
To: OTRS::ITSM User questions and discussions
Subject: Re: [itsm] Automatic link of CI
Hello

 You have to use the  OTRS SystemMonitoring Module

You can see i this link -->  http://lists.otrs.org/pipermail/announce/2008/000102.html

Work very well , Open and close tickets automagically


2012/12/6 Katynski, Bogdan <bogdan.katynski at gigaset.com<mailto:bogdan.katynski at gigaset.com>>
Hello everybody

I would like to automatically link a CI from CMDB to a ticket. I receive alerts from Nagios with a hostname in the subject. I would like to link a server with this hostname from the CMDB to this ticket. Is it possible? How can I achieve this? I cannot find such a use case in the documentation.

Pozdrawiam / Kind Regards
Bogdan Katynski


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--
___________________________
Alvaro Cordero Retana
Consultor de Tecnologias
Gridshield Monitoreo de Redes e
Infraestructura.
2258-5757 ext 123
alvaro at gridshield.net<mailto:alvaro at gridshield.net>
www.gridshield.net<http://www.gridshield.net>

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Mikael Kermorgant
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