Nagios and helpdesk integration
CWaters at jeld-wen.com
CWaters at jeld-wen.com
Tue Mar 8 19:11:25 CET 2005
I have partial integration with my company's internal ticketing system. I
did this with some procmail scripts and escalations. We pretty much just
monitor our routers and switches so I don't monitor many services but rely
on host notifications. When a host fails, I do an immediate escalation
which sends a single email to our ticketing system. I use the escalation
feature so that I can keep the logic for opening a ticket separate from the
regular notifications and in this way, don't end up with a ticket for every
normal notification. The email also contains some additional info about a
host pulled from our db when the email is generated. Our ticketing system
then replies back via email to the nagios box saying that it opened a
ticket. A procmail script then parses the info from the email and puts a
comment in for that host. I can see a record of every ticket that was
opened for a given host for what ever period of time I decide to leave the
comments there.
More than that, I have some procmail scripts that will allow me to
acknowledge a host problem from email or a text message by sending a
specifically formated message. This is nice if I am remote. My alerts from
nagaios all do a db query before sending the notification. This query
contains all the important info that might be required to open a third party
ticket (Like for a circuit outage). Basically from a text enabled cell
phone I can manage about 80% of all outages through automation.
Hope this gives you some ideas on how to integrate nagios into your
helpdesk.
Chris Waters
WAN/LAN Technician
JELD-WEN, Inc.
Network Services Group
===================
-----Original Message-----
From: nagios-users-admin at lists.sourceforge.net
[mailto:nagios-users-admin at lists.sourceforge.net] On Behalf Of Nicholas
Ritter
Sent: Tuesday, March 08, 2005 9:36 AM
To: nagios-users at lists.sourceforge.net
Subject: [Nagios-users] Nagios and helpdesk integration
I am researching the integration of Nagios into help desk environments and
help desk software. I have been using Nagios for sometime now, but we are
now considering using Nagios in a much broader environment with more staff
accessing it, and integrating it as much as possible into a help desk system
(ie.: HEAT, DCL, RT, etc.) that has ticketing and Knowledge base
functionality.
Can anyone comment on what they have done with Nagios in this respect?
Please provide as much detail as possible.
Thanks,
Nicholas
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