Hello again,
One of our clients already had a mature implementation of Nagios for
monitoring all their CIs. We developed for them a kind of web service which
is used for Nagios as a plugin to monitor changes between baseline (OTRS
CMDB) and what currently is (Nagios findings). Each time a discrepancy is
found, and alert is sent by Nagios to sysadmins who go and check it and
depending on the event, they raise a new change or simply link the CI with a
ticket documenting it.
Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia
On 28 April 2011 04:14, Steve Durbin
We went for a mix-and-match solution which may be of interest to others.
We create records on OTRS for each newly purchased device from our procurement process.
We use Microsoft SCCM as the main discovery and management tool, and pick up data from SCCM daily which is injected into the OTRS records maintaining details useful to the service desk; examples are network address, linked networks, last logged on user, memory size, cpu count/speed.
We have added a link to the SCCM record and the SCCM remote control tool to the CMDB detail screen which then allows agents to click through to these should they be needed to fix/investigate the ticket.
SCCM records not found on OTRS are reported as exceptions - helps with the security process.
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