Trouble ticket integration

Phillip.Wilson at gwinnettcounty.com Phillip.Wilson at gwinnettcounty.com
Wed Dec 17 18:47:36 CET 2003


Has anyone ever attempted trouble ticket integration with Nagios?
I can generate trouble tickets in our trouble ticket system (HEAT) via
SMTP mail, but I really need to have bi-directional integration between
Nagios and HEAT.
 
Here is what I would **like** to have happen:
1) Nagios detects a fault condition (host or service)
2) Nagios opens a HEAT ticket
3) HEAT responds via SMTP with ticket # in subject line
4) **something** magical happens and a comment is added to the
host/service that generated the ticket containing the HEAT ticket #
OR
does Nagios keep some type of UNIQUE event ID?  If so, then:
1) Nagios detects a fault condition (host or service)
2) Nagios opens a HEAT ticket that includes the unique event ID
(operators need to be correlate between a HEAT ticket and a Nagios
event).
 
what I would **love** to have happen:
5) HEAT user owns the ticket
6) **something** magical happens and a comment is added to the
host/service that generated the ticket
and/or
7) Nagios user acknowledges the host/service problem
8) **something** magical happens and HEAT ticket is closed
and/or
5) HEAT user closed the ticket
6) **something** magical happens and a comment is added to the
host/service that generated the ticket (possibly acknowledging it, if
necessary - but it shouldn't be as the problem **ought** to be resolved,
else why close the ticket)
 
I know how to do this for HP OpenView (NNM and OVO) and both Vantive &
Remedy.
 
I couldn't find a way to do this with Nagios..... Don't get me wrong,
I'm impressed with Nagios - I just **know** how to do this in HP-OV and
I couldn't figure out how to do this in Nagios....
 
TIA,
 
 
 
Phillip Wilson
Consultant
SNIA FC-Professional and FC-Specialist
Gwinnett County Government
DOSS/Information Technology Services-Networking
75 Langley Dr.
Lawrenceville, GA 30045

 
Office: 770-822-7381
phillip.wilson at gwinnettcounty.com
 
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