Trouble ticket integration

[Phillip.Wilson at gwinnettcounty.com]

Has anyone ever attempted trouble ticket integration with Nagios?
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.
 
Here is what I would **like** to have happen:
1) Nagios detects a fault condition (host or service)
2) Nagios opens a HEAT ticket
3) HEAT responds via SMTP with ticket # in subject line
4) **something** magical happens and a comment is added to the
host/service that generated the ticket containing the HEAT ticket #
OR
does Nagios keep some type of UNIQUE event ID?  If so, then:
1) Nagios detects a fault condition (host or service)
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).
 
what I would **love** to have happen:
5) HEAT user owns the ticket
6) **something** magical happens and a comment is added to the
host/service that generated the ticket
and/or
7) Nagios user acknowledges the host/service problem
8) **something** magical happens and HEAT ticket is closed
and/or
5) HEAT user closed the ticket
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)
 
I know how to do this for HP OpenView (NNM and OVO) and both Vantive &
Remedy.
 
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....
 
TIA,
 
 
 
Phillip Wilson
Consultant
SNIA FC-Professional and FC-Specialist
Gwinnett County Government
DOSS/Information Technology Services-Networking
75 Langley Dr.
Lawrenceville, GA 30045

 
Office: 770-822-7381
phillip.wilson at gwinnettcounty.com
 
This e-mail (including any attachments) is confidential and may be
legally privileged. If you are not an intended recipient or an
authorized representative of an intended recipient, you are prohibited
from using, copying or distributing the information in this e-mail or
its attachments. If you have received this e-mail in error, please
notify the sender immediately by return e-mail and delete all copies of
this message and any attachments. Thank you.

 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://www.monitoring-lists.org/archive/users/attachments/20031217/dc79f820/attachment.html>