Re: [otrs] OTRS Integration with other tools
I'm interested on this question i) What kind of integration can be done between OTRS and Nagios ? appreciate you could give one or two examples thanks From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Boyes Sent: Tuesday, December 14, 2010 1:41 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS Integration with other tools We want to understand if OTRS can integrate with proprietor system like HP EMS or BMC Petrol. While using OTRS, we would like to continue using proprietor event management system so that we can leverage our existing investment. Yes, it can. It does require some thought as to the interfaces and what you expect the monitoring tools to actually do with incident/problem issues, but the technology pieces are there to do so. It is not however on the "supported partner" list for either HP or BMC (mostly because that costs a LOT of money, and OTRS doesn't have a budget for that kind of certification). Also let me know overall OTRS integration capabilities with all kind of systems like oracle financials, SAP, HR systems etc? Again, depends on what you want to do. For this kind of stuff, you need VERY good requirements definition, for which I would strongly recommend retaining some expert help both from the enterprise management side as well as for the OTRS side of the problem. Without knowing what precisely you mean by integration with these various systems, it's pretty much impossible to answer this question.
Hi Boon, Install the SystemMonitoring package and look at the new configuration items. You basically need to configure a new contact in Nagios that allows it to send mails to OTRS. An alert from Nagios will result in a new ticket in OTRS. Acks and Resolves will be added to the ticket. There's also a possibility to ack the alert from within OTRS and let Nagios know about it. We don't use this, so can't say whether it works or not. Lars From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Boon Yam Sent: Tuesday, December 14, 2010 2:38 AM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] OTRS Integration with other tools I'm interested on this question i) What kind of integration can be done between OTRS and Nagios ? appreciate you could give one or two examples thanks From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Boyes Sent: Tuesday, December 14, 2010 1:41 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS Integration with other tools We want to understand if OTRS can integrate with proprietor system like HP EMS or BMC Petrol. While using OTRS, we would like to continue using proprietor event management system so that we can leverage our existing investment. Yes, it can. It does require some thought as to the interfaces and what you expect the monitoring tools to actually do with incident/problem issues, but the technology pieces are there to do so. It is not however on the "supported partner" list for either HP or BMC (mostly because that costs a LOT of money, and OTRS doesn't have a budget for that kind of certification). Also let me know overall OTRS integration capabilities with all kind of systems like oracle financials, SAP, HR systems etc? Again, depends on what you want to do. For this kind of stuff, you need VERY good requirements definition, for which I would strongly recommend retaining some expert help both from the enterprise management side as well as for the OTRS side of the problem. Without knowing what precisely you mean by integration with these various systems, it's pretty much impossible to answer this question.
participants (2)
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Boon Yam -
Lars Jørgensen