Trouble ticket integration

[Frater, Greg J]

We use HEAT and Nagios here so I have interest in your inquiry.  Here our
programming group has come up with some of the magic you are looking for by
manipulating the HEAT system through the back door i.e. writing directly to
the database tables.  They do this to create tickets with some home grown
applications and do web reporting of tickets currently in the system.  You
should be able to find the magic your looking for using this method, it
seems to work well. 

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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.
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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).
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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)
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I know how to do this for HP OpenView (NNM and OVO) and both Vantive &
Remedy.
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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....
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TIA,
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Phillip Wilson
Consultant
SNIA FC-Professional and FC-Specialist
Gwinnett County Government
DOSS/Information Technology Services-Networking
75 Langley Dr.
Lawrenceville, GA 30045

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Office: 770-822-7381
phillip.wilson at gwinnettcounty.com
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=20


Greg Frater
WTP IT Dept
(509) 371-3537


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