Integrate with trouble ticket system?

[Stanley Hopcroft]

> To: <jnichols at pbp.net>,
>     <nagios-users at lists.sourceforge.net>
> Subject: RE: [Nagios-users] Integrate with trouble ticket system?
> Date: Tue, 25 May 2004 15:31:05 -0700
> 
> If you are using something like RT (www.bestpractical.com/rt/), you could
> just define a new host notification command in nagios and then have email
> alerts mailed to support at rtbox.com or whatever your trouble ticket box's
> address is.

define contact{
       use                             generic-contact

       contact_name                    RT
       alias                           Request Tracker
       email                           Networks at Xena
       host_notification_commands      bit-bucket
       service_notification_commands   notify-request-tracker-by-email
       }

# 'notify-request-tracker-by-email' command definition
define command{
        command_name    notify-request-tracker-by-email
        command_line    /usr/bin/printf "%b" "***** Nagios 1.2 
*****\n\nNotification Type: $NOTIFICATIONTYPE$\n\nService: 
$SERVICEDESC$\nHost: $HOSTNAME$\nAddress: $HOSTADDRESS$\nState: 
$SERVICESTATE$\n\nDate/Time: $DATETIME$\n\nAdditional Info:\n\n$OUTPUT$" 
| /usr/bin/mail -s "** $NOTIFICATIONTYPE$ alert - 
$HOSTNAME$/$SERVICEDESC$ is $SERVICESTATE$ $DATETIME$ $USER3$ **" 
$CONTACTEMAIL$
        }

# from resource.cfg

# Request Tracker open request Ids
$USER3$=[IPAustralia #1701]

But this only handles one open request I hear you say. Yep. The proper
way to do this is to have a notification command that consults a hash of
requests keyed by service descriptions/names. The notify command 
probably should also determine the request queue using similar means.

Closing requires an event handler to post a 'request resolved' to the RT 
web interface. AFAIK (and that's not saying much) this can't be done by 
email or perhaps it can if the nagios mailer is authorised by Request 
Tracker as an admin for the relevant request queue.


> Closing the ticket automatically when the outage ended would
> probably be a bit more difficult. Anyone with more RT experience care to
> comment?

Yours sincerely.

-- 
------------------------------------------------------------------------
Stanley Hopcroft
------------------------------------------------------------------------

'...No man is an island, entire of itself; every man is a piece of the
continent, a part of the main. If a clod be washed away by the sea,
Europe is the less, as well as if a promontory were, as well as if a
manor of thy friend's or of thine own were. Any man's death diminishes
me, because I am involved in mankind; and therefore never send to know
for whom the bell tolls; it tolls for thee...'

from Meditation 17, J Donne.


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