How to get ticketing in OTRS for alerts in Zenoss

[Chakravarthi PS]

Chakravarthi PS [http://community.zenoss.org/people/pschakravarthi] created the discussion

"How to get ticketing in OTRS for alerts in Zenoss"

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Hi,

I am new to Zenoss..  I am looking for a way to integrate Zenoss with OTRS ticketing system.   Is there anyway to get a ticket opened based on events in Zenoss ?

Regards
Chakri         
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[dhopp]

dhopp [http://community.zenoss.org/people/dhopp] created the discussion

"Re: How to get ticketing in OTRS for alerts in Zenoss"

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I believe OTRS has a command line way to open a ticket.  You could use the event command system to run the otrs commands with the appropriate options when an event happens. 

--Dennis
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[Jay Richards]

Jay Richards [http://community.zenoss.org/people/cordeos] created the discussion

"Re: How to get ticketing in OTRS for alerts in Zenoss"

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We are also looking into this.   There seems to be three ways possible to do basic "new ticket" integration:

1) email alert from Zenoss to OTRS
2) shell script with ssh connection to the OTRS server and OTRS command line execution
3) SOAP remote commands to OTRS - apparently someone had a working base of this for Zenoss 3.X
http://open-source-help.com/otrsitsm/zenoss-integration-with-otrs/ http://open-source-help.com/otrsitsm/zenoss-integration-with-otrs/

For performance and flexibility reasons we are really trying to accomplish the third option, but no luck yet.
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[jcurry]

jcurry [http://community.zenoss.org/people/jcurry] created the discussion

"Re: How to get ticketing in OTRS for alerts in Zenoss"

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We have a Trouble Ticketing ZenPack in beta.  It was originally written for a Remedy backend but it is basically a script that drives the backend - you would just need to craft your own appropriate script for OTRS.

If you want to have a go with it in a test environment, get it from https://github.com/jcurry/ZenPacks.skills1st.TroubleTicket https://github.com/jcurry/ZenPacks.skills1st.TroubleTicket . Documentation is there in the README.

Please provide feedback if you have a go with this.

Cheers,
Jane
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[Jay Richards]

Jay Richards [http://community.zenoss.org/people/cordeos] created the discussion

"Re: How to get ticketing in OTRS for alerts in Zenoss"

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Wow thats great.  We would love to get something working with OTRS.   However, we were hoping to put togther something which could be plugged into the "Trigger" command immediately fire a new ticket create.   Just wanted as few intermediate pieces as possible.  Ultimately we are hoping to put together a trigger commend which directly hits the OTRS system web service to create a new, flexibly customized ticket (and perhaps return the number)

Can I ask why you choose to go with a polled system?
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[jcurry]

jcurry [http://community.zenoss.org/people/jcurry] created the discussion

"Re: How to get ticketing in OTRS for alerts in Zenoss"

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The design was based on something started by another community member - that's why it is a polled system.

If you are on Zenoss 4, then this won't work, i fear, as that is the area that has changed lots between Zenoss 3.x and 4.x.  it is on my list of things-to-do to update to 4 someday.

Cheers,
Jane
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[Jay Richards]

Jay Richards [http://community.zenoss.org/people/cordeos] created the discussion

"Re: How to get ticketing in OTRS for alerts in Zenoss"

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http://community.zenoss.org/people/pschakravarthi Chakravarthi PS - what version of Zenoss are you using?
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[Michael Ducharme]

Michael Ducharme [http://community.zenoss.org/people/mducharme] created the discussion

"Re: How to get ticketing in OTRS for alerts in Zenoss"

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We have zenoss email OTRS and are quite happy with the solution. The tickets auto close and we get data such as priority etc and other event fields in OTRS using postmaster filters.
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