Nagios and helpdesk integration

[Daniel maher]

We have "Request Tracker 3" running as our ticketing system here, and I've integrated it fairly well(?) with Nagios.  When Nagios generates an alert, the alert command itself is a script I've written that determines what type of an alert it is, and how that might affect the ticket system.

Warnings don't ever generate a ticket, for example.  *New* critical errors do - so the script uses the RT3 command line tools to generate a new ticket, and then fire off a nicely formatted email with a link to login to RT3.  If the issue isn't acknowledged, subsequent alerts on the *same* issue get appended to the ticket as comments.

The ticket description in RT3 contains a link to Nagios, so that whoever is responding can log in and acknowledge the issue.  Once the issue is ack'd, that triggers the RT3 interaction script, assigning the ticket to whoever ack'd it from Nagios, and notifying whoever needs to be notified that somebody has taken ownership of the issue.

And so forth... it seems to work fairly well, though our environment is fairly small, so I have no idea how it would scale.  I've never really stress tested it.


Daniel Maher
System Engineer
ACE TECHNOLOGY INC.
 
 

-----Original Message-----
From: Nicholas Ritter [mailto:ritter at lakeforest.edu] 
Sent: March 8, 2005 12:36 PM
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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