Zabbix with Remedy

[senthild]

Hi All,

In one of my client looking for monitoring solution with ticketing system, as they already decided to go with BMC Remedy and looking for the possibility of implementing Zabbix for server monitoring. however does anyone know how can we/is there any possibility of integrating Zabbix with Remedy? I dont see much answers on forums.

Any inputs/helps are very much appreciated.

[Davidus]

Hi,
What exactly would you like to achieve?

[senthild]

When an alert triggered from Zabbix, that should have converted as Incident ticket in BMC Remedy which can be assigned to the correct support team to work on.

[JBo]

Hi,

When an alert triggered from Zabbix, that should have converted as Incident ticket in BMC Remedy which can be assigned to the correct support team to work on.

I don't have any experience with Remedy but ticketing systems generally have some automated ways to open tickets, at least by sending an email to a specific address.

You just have to create a new user in Zabbix associated to the ticketing system email address and create an action that sends an email to that user on each alert.

Hope this helps,
JBo

[senthild]

Hi,

Thanks for the response, however email alerting might not provide the result what we expect or mail will not provide all inputs to create an incident in Remedy.

[JBo]

Hi,

Thanks for the response, however email alerting might not provide the result what we expect or mail will not provide all inputs to create an incident in Remedy.

Well, after a quick googling, it seems that Remedy has an «Email Engine» that can parse emails and create tickets.
On Zabbix side, you can configure email content using macros.

I have used that some time ago to open tickets on another ticketing system and it worked. The only problem I had was to automatically close tickets as discussed here.

The real questions are:
Are all information necessary to open a Remedy ticket available in Zabbix ?

• Yes : send them by email to Remedy. Problem solved
• No: can missing information be automatically generated based on Zabbix information ?
  • Yes: send Zabbix information to a custom media script that will add missing information and email them to Remedy. Problem solved again
  • No: Bad luck
  
  

I don't have access to Remedy documentation so I don't know in which case you are.

Regards,
JBo

[senthild]

Thanks for the quick response, the information is really useful.

I will go back and check with Remedy developers on the possibility of using EMAIL engine to acknowledge email and convert as tickets, however I still hoping we might have Duplicate tickets and No Auto ticketing closure issues.

[kelion junior]

Integração zabbix remedy

Hello, I also find myself with the same need to create a Scripti to open callings remedy starting the zabbix alerts come pesquizando on Python if someone can lend a hand when we solve this challenge can put a posensinando the process to help in future doubts.