Integration of Nagios into Trouble-Ticket-Syst ems (OTRS)

[Tedman Eng]

We use a notification script to handle acknowledgements differently from
warning/critical.

In our reasoning, warning/critical/down/etc should prompt human
investiagtion.  Then upon investigating, that person will enter an
acknowledgement in Nagios to silence the alarm, which also triggers our
ticket system to generate a ticket.  

Services that go into problem states and then resolve themselves without
human intervention are logged in monitoring logs but our staff isn't
burdened with managing a ticket for that issue.  

Between Nagios and our Ticket System, our users can monitor how productive
their machines and their personel are, respectively.



> -----Original Message-----
> From: Matthias Eichler [mailto:me-lists at kernzeit.com]
> Sent: Thursday, May 06, 2004 2:49 AM
> To: nagios-users at lists.sourceforge.net
> Subject: [Nagios-users] Integration of Nagios into
> Trouble-Ticket-Systems (OTRS)
> 
> 
> Dear List,
> 
> I am quite unhappy with our integration of Nagios into
> our Trouble-Ticket-System (OTRS).
> With the standard standard mail functionality of Nagios
> it is quite uncomfortable as every mail creates a new
> ticket.
> 
> Thats why I wanted to ask if somebody has experiences in
> integration Nagios into a Trouble-Ticket-System, especially
> into OTRS?
> Has somebody figured out the best way and the stumbling
> blocks for the integration?
> 
> The optimum would in my eyes would be some ticket opening
> on WARNINGS or ERRORS, the automatic ticket closing on
> RECOVERYs and the changes of the agent who is working on
> the problem with some comment, when acknowleding a problem.
> 
> Thanks for all input,
> 
> Matthias
> 
> -- 
> Matthias Eichler <me-lists at kernzeit.com>
> kernzeit AG
> 
> 
> 
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