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@gigaset.com> wrote:

Hello****

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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:****

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PostMaster::PreFilterModule###1-SystemMonitoring****

ServiceRegExp: \s*Service:\s+(.*)\s*

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(this is default value)****

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And I have a service named bacula-fd configured.****

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However upon receiving an alert:****

** PROBLEM Service Alert: ldap.test.net/bacula-fd is CRITICAL ******

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The CI with a name ldap.test.net gets linked to the incident ticket but the service bacula-fd doesn’t.****

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Does anybody know what the problem could be?****

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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@gigaset.com****

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*From:* itsm-bounces@otrs.org [mailto:itsm-bounces@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****

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Hello****

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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.****

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Pozdrawiam / Kind Regards****

*Bogdan Katynski*

bogdan.katynski@gigaset.com****

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*From:* itsm-bounces@otrs.org [mailto:itsm-bounces@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****

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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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-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net****

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