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<DIV><SPAN class=847553417-17122003><FONT size=2>Has anyone ever attempted
trouble ticket integration with Nagios?<BR>I can generate trouble tickets in our
trouble ticket system (HEAT) via SMTP mail, but I really need to have
bi-directional integration between Nagios and HEAT.</FONT></SPAN></DIV>
<DIV><SPAN class=847553417-17122003><FONT size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=847553417-17122003><FONT size=2>Here is what I would **like**
to have happen:</FONT></SPAN></DIV>
<DIV><SPAN class=847553417-17122003><FONT size=2>1) Nagios detects a fault
condition (host or service)</FONT></SPAN></DIV>
<DIV><SPAN class=847553417-17122003><FONT size=2>2) Nagios opens a HEAT
ticket</FONT></SPAN></DIV>
<DIV><SPAN class=847553417-17122003><FONT size=2>3) HEAT responds via SMTP with
ticket # in subject line</FONT></SPAN></DIV>
<DIV><SPAN class=847553417-17122003><FONT size=2>4) **something** magical
happens and a comment is added to the host/service that generated the ticket
containing the HEAT ticket #</FONT></SPAN></DIV>
<DIV><SPAN class=847553417-17122003><FONT size=2>OR</FONT></SPAN></DIV>
<DIV><SPAN class=847553417-17122003><FONT size=2>does Nagios keep some type of
UNIQUE event ID? If so, then:</FONT></SPAN></DIV>
<DIV><SPAN class=847553417-17122003><FONT size=2>
<DIV><SPAN class=847553417-17122003><FONT size=2>1) Nagios detects a fault
condition (host or service)</FONT></SPAN></DIV>
<DIV><SPAN class=847553417-17122003><FONT size=2>2) Nagios opens a HEAT ticket
that includes the unique event ID (operators need to be correlate between a HEAT
ticket and a Nagios event).</FONT></SPAN></DIV></FONT></SPAN></DIV>
<DIV><SPAN class=847553417-17122003><FONT size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=847553417-17122003><FONT size=2>what I would **love** to have
happen:</FONT></SPAN></DIV>
<DIV><SPAN class=847553417-17122003><FONT size=2>5) HEAT user owns the
ticket</FONT></SPAN></DIV>
<DIV><SPAN class=847553417-17122003><FONT size=2>6) **something** magical
happens and a comment is added to the host/service that generated the
ticket</FONT></SPAN></DIV>
<DIV><SPAN class=847553417-17122003><FONT size=2>and/or</FONT></SPAN></DIV>
<DIV><SPAN class=847553417-17122003><FONT size=2>7) Nagios user acknowledges the
host/service problem</FONT></SPAN></DIV>
<DIV><SPAN class=847553417-17122003><FONT size=2>8) **something** magical
happens and HEAT ticket is closed</FONT></SPAN></DIV>
<DIV><SPAN class=847553417-17122003><FONT size=2>and/or</FONT></SPAN></DIV>
<DIV><SPAN class=847553417-17122003><FONT size=2>
<DIV><SPAN class=847553417-17122003><FONT size=2>5) HEAT user closed the
ticket</FONT></SPAN></DIV>
<DIV><SPAN class=847553417-17122003><FONT size=2>6) **something** magical
happens and a comment is added to the host/service that generated the ticket
(possibly acknowledging it, if necessary - but it shouldn't be as the problem
**ought** to be resolved, else why close the
ticket)</FONT></SPAN></DIV></FONT></SPAN></DIV>
<DIV><SPAN class=847553417-17122003><FONT size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=847553417-17122003><FONT size=2>I know how to do this for HP
OpenView (NNM and OVO) and both Vantive & Remedy.</FONT></SPAN></DIV>
<DIV><SPAN class=847553417-17122003><FONT size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=847553417-17122003><FONT size=2>I couldn't find a way to do
this with Nagios..... Don't get me wrong, I'm impressed with Nagios - I just
**know** how to do this in HP-OV and I couldn't figure out how to do this in
Nagios....</FONT></SPAN></DIV>
<DIV><SPAN class=847553417-17122003><FONT size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=847553417-17122003><FONT size=2>TIA,</FONT></SPAN></DIV>
<DIV><SPAN class=847553417-17122003><FONT size=2></FONT></SPAN> </DIV>
<DIV><FONT size=2></FONT> </DIV>
<DIV class=MsoAutoSig align=left><?xml:namespace prefix = o ns =
"urn:schemas-microsoft-com:office:office" /><o:p><FONT
size=2> </FONT></o:p></DIV>
<DIV class=MsoAutoSig><FONT size=2>Phillip Wilson</FONT></DIV>
<DIV class=MsoAutoSig><FONT size=2>Consultant</FONT></DIV>
<DIV class=MsoAutoSig><FONT size=2>SNIA FC-Professional
and FC-Specialist</FONT></DIV>
<DIV class=MsoAutoSig><FONT size=2>Gwinnett County Government</FONT></DIV>
<DIV class=MsoAutoSig><FONT size=2>DOSS/Information Technology
Services-Networking<BR>75 Langley Dr.<BR>Lawrenceville, GA
30045<BR></FONT></DIV>
<DIV class=MsoAutoSig><FONT size=2><FONT size=2></FONT></FONT> </DIV>
<DIV class=MsoAutoSig><FONT size=2>Office: 770-822-7381</FONT></DIV>
<DIV class=MsoAutoSig><FONT size=2><A
href="mailto:phillip.wilson@gwinnettcounty.com">phillip.wilson@gwinnettcounty.com</A></FONT></DIV>
<DIV class=MsoAutoSig><FONT size=2></FONT> </DIV>
<DIV class=MsoAutoSig><FONT size=2>
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