is it possible to call custom scripts and modify tickets using custom modules?
hey guys, i'm in the process of putting together a custom monitoring system for a managed services provider, and i'm looking at helpdesk systems. between otrs and request tracker, i'm leaning towards otrs, but i don't know for sure if it can do what i need it to do. hopefully one of you can answer my question. i currently have zabbix monitoring all the devices and sending out alerts, which are fed directly into otrs. this works great so far. however, i need to be able to parse an incoming alert message for certain strings (ie: "such and such a service is down"). if a match is found, i will call a custom script to remotely restart the service and modify the ticket with the result (eg: close the ticket if the service was successfully restarted). is this possible? any advice would be greatly appreciated. thanks in advance.
i havent seen any responses to this yet, so i figured id rephrase/simplify my question: does anyone know if it's possible to automatically execute a custom shell script whenever a ticket is generated? ive been looking at the documentation, but i have yet to come across an example of doing this. thanks in advance. Mike Conigliaro wrote:
hey guys,
i'm in the process of putting together a custom monitoring system for a managed services provider, and i'm looking at helpdesk systems. between otrs and request tracker, i'm leaning towards otrs, but i don't know for sure if it can do what i need it to do. hopefully one of you can answer my question.
i currently have zabbix monitoring all the devices and sending out alerts, which are fed directly into otrs. this works great so far. however, i need to be able to parse an incoming alert message for certain strings (ie: "such and such a service is down"). if a match is found, i will call a custom script to remotely restart the service and modify the ticket with the result (eg: close the ticket if the service was successfully restarted).
is this possible? any advice would be greatly appreciated. thanks in advance. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Mike,
I haven't played with OTRS too much, but you should be able to find
the code that handles incoming mail and spawn a script from there.
To keep it simple, you may want to use a FIFO pipe, a named pipe, or
just a regular file to have an external routine (say cron) check for
incoming e-mails. This will help to prevent immediate DoS attacks on
the server in the case that your script goes haywire and it will limit
the amount of code that needs to be changed.
I would recommend creating a patch so that you know what you changed later.
Trevor
On 7/5/05, Mike Conigliaro
i havent seen any responses to this yet, so i figured id rephrase/simplify my question:
does anyone know if it's possible to automatically execute a custom shell script whenever a ticket is generated? ive been looking at the documentation, but i have yet to come across an example of doing this.
thanks in advance.
Mike Conigliaro wrote:
hey guys,
i'm in the process of putting together a custom monitoring system for a managed services provider, and i'm looking at helpdesk systems. between otrs and request tracker, i'm leaning towards otrs, but i don't know for sure if it can do what i need it to do. hopefully one of you can answer my question.
i currently have zabbix monitoring all the devices and sending out alerts, which are fed directly into otrs. this works great so far. however, i need to be able to parse an incoming alert message for certain strings (ie: "such and such a service is down"). if a match is found, i will call a custom script to remotely restart the service and modify the ticket with the result (eg: close the ticket if the service was successfully restarted).
is this possible? any advice would be greatly appreciated. thanks in advance. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
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participants (2)
-
Mike Conigliaro -
Trevor Vaughan