Engaging nagios notifications and helpdesk software

[Javier Palacios]

Hello,

I'm working to integrate notifications into our helpdesk. It looks
promising and the initial work has been quite successful. The
notification command creates a ticket using a webservice, and  writes
an acknoledgement upon successful creation. This setup is functional,
but does not satisfy me because nagios and helpdesk are quite
decoupled.

I might prefer to get a two direction communication, basically to only
ACK the problem when some human being actually works on the ticket,
and also to close the ticket (the proper one) if the service recovers.
One of the problems I see is how to assign a unique identifier to a
nagios alarm, which might solve most of my problems as our helpdesk is
designed to cooperate with external helpdesk applications.

I would like to get feedback and comments for people who has (or not)
such a setup.

Javi


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