It addresses the basic question about whether it can be done, but not how to set it up in OTRS. I am muddling my way through it now. It only lists the fields that are used, but not how to trap the inbound messages in order to redirect them. Has anyone implemented this that can tell me which System Admin components in which to make the adjustments? I don't see those procedures in the document.
Another issue I am having is that we currently have two Nagios based monitoring systems as we move things from an old version of Nagios to the much newer Opsview Nagios-based solution. I am hoping that I can build for both, but the document only covers one.
From: Gerald Young [mailto:crythias@gmail.com]
Sent: Friday, February 14, 2014 4:12 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Email Filtering Question
The PDF attached to the System Monitoring Package (within OTRS Package Manager) explains how an incident creates a ticket, matches a host and service combination, and closes based upon regular expression processing. It's a quick read, but should address your basic questions.
A Notification (Event) might be useful in alerting the user.
On Thu, Feb 6, 2014 at 8:23 PM, Paul Stewart mailto:paul@paulstewart.org> wrote:
Hi there...
We are testing OTRS for an upcoming project. We are an ISP and utilize Solarwinds as our network monitoring platform.
I have read that there are good integration options between OTRS and Nagios for example. Has anyone worked with API level integration between the two platforms before? Just curious on experiences in that area.
Also, instead of using API calls, I'm interested in knowing more about mangling email tickets as they arrive. For example, if we had Solarwinds sent us email alerts for every time there was an up or down condition I would want to create a ticket under the actual email address of the customer effected (using a Managed customer as an example) therefore sending them an automated email acknowledgement that we know of a problem with their service. Further to that is the whole discussion around tracking up and down events in the same ticket and possibly closing the ticket automatically when there is an up event (after a down event).
Any input much appreciated...
Paul
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