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 | /opt/otrs/bin/PostMaster.pl" alerts-link: "| /../scripts/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

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@otrs.org [mailto:itsm-bounces@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 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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