Hi All! In our organization we use Zabbix as a monitoring solution for our servers and network hardware. So, I wrote a small addon to the SystemMonitoring module, which adds Zabbix acknowledgement functions to this module. Work sequence in general: 1. OTRS receives e-mail with text like "Event: 1234567". 2. PostMaster filter SystemMonitoring gets EventID by regexp and writes it into TicketFreeText field. 3. Ticket Event stack calls ZabbixAcknowledge module. 4. ZabbixAcknowledge module fetches EventID from the ticket and sends JSON request to Zabbix. The attachments contain changed files. What was added: 1. In Kernel/System/PostMaster/Filter/SystemMonitoring.pm: additional TicketFreeField (#3 by default) for storing Zabbix EventID. 2. Added Kernel/System/Ticket/Event/ZabbixAcknowledge.pm - filter module, which sends acknowledgement to Zabbix server when TicketFreeText with key='Event' and value=ZabbixEventID is added to the ticket. 3. In Kernel/Config/Files/SystemMonitoring.xml: options for the ZabbixAcknowledge module. Options description: 1. PostMaster::PreFilterModule###1-SystemMonitoring Added fields: - FreeTextEvent - FreeText number for EventID - EventRegExp - RegExp to find EventID in the mail. 2. Ticket::EventModulePost###930-NagiosAcknowledge Adds NagiosAcknowledge module to the EventModule stack for the Ticket. 3. Ticket::EventModulePost###931-ZabbixAcknowledge Adds ZabbixAcknowledge module to the EventModule stack for the Ticket. 4. Zabbix::Acknowledge::Enable - self-explainory :) 5. Zabbix::Acknowledge::FreeField::Event - TicketFreeField for EventID. 6. Zabbix::Acknowledge::HTTP::URL, Zabbix::Acknowledge::HTTP::User, Zabbix::Acknowledge::HTTP::Password - Zabbix JSON API URL, user name and password. 7. Zabbix::Acknowledge::Message - message to post in Zabbix when acknowledging. See NagiosAcknowledge, format is the same. Zabbix configuration: 1. Add group with API access rights and GUI access set to "Internal". 2. Grant permissions to all the objects, events from which you want to acknowledge. 3. Create a user and add it to the group. Set user's e-mail to one of the OTRS mail addresses. 4. Configure Zabbix::Acknowledge::HTTP::User, Zabbix::Acknowledge::HTTP::Password corresponding to this users parameters. 5. In Zabbix in Configuration -> Actions add new action to send mail event reports to the user you created with text like: Trigger: {TRIGGER.NAME} Host: {HOSTNAME} Service: {TRIGGER.KEY} Severity: {TRIGGER.NSEVERITY} ({TRIGGER.SEVERITY}) State: {TRIGGER.STATUS} Event: {EVENT.ID} Last value: {ITEM.LASTVALUE} URL: http://zabbix.example.com/zabbix/tr_events.php?triggerid={TRIGGER.ID}&eventid={EVENT.ID} 6. Set "Restore message" with the same text. 7/ Save config and enjoy :)