<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 3.2//EN"> <HTML> <HEAD> <META HTTP-EQUIV="Content-Type" CONTENT="text/html; charset=us-ascii"> <META NAME="Generator" CONTENT="MS Exchange Server version 5.5.2658.24"> <TITLE>RE: [Nagios-users] Nagios and helpdesk integration</TITLE> </HEAD> <BODY> I have partial integration with my company's internal ticketing system. I did this with some procmail scripts and escalations. We pretty much just monitor our routers and switches so I don't monitor many services but rely on host notifications. When a host fails, I do an immediate escalation which sends a single email to our ticketing system. I use the escalation feature so that I can keep the logic for opening a ticket separate from the regular notifications and in this way, don't end up with a ticket for every normal notification. The email also contains some additional info about a host pulled from our db when the email is generated. Our ticketing system then replies back via email to the nagios box saying that it opened a ticket. A procmail script then parses the info from the email and puts a comment in for that host. I can see a record of every ticket that was opened for a given host for what ever period of time I decide to leave the comments there. More than that, I have some procmail scripts that will allow me to acknowledge a host problem from email or a text message by sending a specifically formated message. This is nice if I am remote. My alerts from nagaios all do a db query before sending the notification. This query contains all the important info that might be required to open a third party ticket (Like for a circuit outage). Basically from a text enabled cell phone I can manage about 80% of all outages through automation. Hope this gives you some ideas on how to integrate nagios into your helpdesk. Chris Waters WAN/LAN Technician JELD-WEN, Inc. Network Services Group =================== -----Original Message----- From: nagios-users-admin@lists.sourceforge.net [<A HREF="mailto:nagios-users-admin@lists.sourceforge.net">mailto:nagios-users-admin@lists.sourceforge.net</A>] On Behalf Of Nicholas Ritter Sent: Tuesday, March 08, 2005 9:36 AM To: nagios-users@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 ------------------------------------------------------- SF email is sponsored by - The IT Product Guide Read honest & candid reviews on hundreds of IT Products from real users. Discover which products truly live up to the hype. Start reading now. <A HREF="http://ads.osdn.com/?ad_id=6595&alloc_id=14396&op=click" TARGET="_blank">http://ads.osdn.com/?ad_id=6595&alloc_id=14396&op=click</A> _______________________________________________ Nagios-users mailing list Nagios-users@lists.sourceforge.net <A HREF="https://lists.sourceforge.net/lists/listinfo/nagios-users" TARGET="_blank">https://lists.sourceforge.net/lists/listinfo/nagios-users</A> ::: Please include Nagios version, plugin version (-v) and OS when reporting any issue. ::: Messages without supporting info will risk being sent to /dev/null </BODY> </HTML>