Integrate with trouble ticket system?

[Stanley Hopcroft]

Dear Folks,

> 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.

A better way of doing this (than with a custom notification command,
which however works fine) _may_ be with event correlation software such
as SEC, LogSurfer, or Swatch that responds to the HARD messages in the
Nag log by updating the 'trouble ticket' system.

The potential advantages are

. logging (by the EC software) the opening, update and closing of
requests/trouble tickets.

. complete independence from Nagios - no need to define new notification 
commands etc - and therefore can be tested and debugged independently.

. no impairment of Nag performance (by for example blocking notification
while waiting for the custom notification command to restore state and
so on).

Probably the key thing no matter which thing updates the RT system,
there is a self contained program that restores the state of open
requests and then determines what to do with this event on that basis ie
update existing request, open new one, close (maybe - probably better
done by service desk operations) requests.

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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