Support Ticketing Systems

[Vince]

Hi Zabbix admins,

I was wondering if anyone has done work integrating zabbix with a ticketing system? I know zabbix has it's own internal system for commenting on device events, but we are looking for a more customer facing side of this ticketing / support system which could also accept general support questions from clients as well as device down events from zabbix.

I came across Tender App:

https://help.tenderapp.com/faqs/api/introduction

This has a lot of the functionality that I was going for and also has an API for potentially integrating with monitoring software like zabbix.

Has anyone used Tender, or another ticketing system that you like and that integrates well with zabbix?

Thanks!

[richlv]

that depends on what you mean by integrating. usually people want to open tickets for high severity events from within zabbix - and that is usually trivially done by using email interfaces in the ticketing systems.

you can also use custom alertscript to call just about anything.

with the numeric severity macro you can even open tickets with the desired severity

[low10sws6]

has anyone done any of this?

[richlv]

well, yes, of course. most often used message is to simply format email alerts for a particular user in whatever format ticketing system accepts, then just pass them to the ticketing system.

[nelsonab]

With the new Zabbix API and an API interface to a ticketing system making the glue for this becomes easier.

[Vince]

What kind of ticketing systems is everyone using? Custom inhouse systems, other open source software, hosted service? Integrated with a CRM?

[mfburgo]

Currently we use GLPI and OCSInventory. Passing tickets via email to ba assigned by Management

[nelsonab]

What kind of ticketing systems is everyone using? Custom inhouse systems, other open source software, hosted service? Integrated with a CRM?

At one client site they use Trac for all of their IT tickets. In time it would be neat to see some integration with trac and zabbix.

[nms_user]

We use OTRS as ticketing system; the actions in Zabbix are configured to send an email to OTRS.

In OTRS the Postmaster-filter is configured to parse the mail for several strings which Zabbix includes in the action ('Contact' as definition for the correct team/queue, 'severity' as ticket-priority, ...).

So we get a ticket which is located in the right queue and with the appropriate priority.

One bad side of this construction: It's a one way thing - the event isn't automatically handled in Zabbix (e.g. no acknowledge). But with the api one can handle this easily, too.

[troffasky]

Using Trac here, mainly because it integrates with RANCID [for Cisco config management] and we can use the Wiki component as a knowledge base. Get far too many false positives to want automated ticket raising from Zabbix alerts.

[nickfarrell]

We've integrated it with our own in-house ticketing system, basically it watches the triggers table and uses the 'comments' field to log the ticket number it has allocated to the ticket.

So every minute we check the triggers, open new tickets where required.

If a trigger has been closed off (i.e. the problem resolved itself) then our script notes in the ticket that this has happened, but leaves the ticket open so that an engineer can review it.

It works pretty well, and reliably - we've been using it for about a year now.

End result - after 3 minutes a ticket is automatically opened, and notes are put in automatically when Zabbix reckons the problem is resolved.

[tbogdan]

zabbix with redmine, zabbix send mail to a mailbox monitored by redmine, these emails contain something like this:

--- cut ---
Project: project-name{ex name-of-client}
Tracker: type-of-tracker{ex monitoring}

Service - {TRIGGER.NAME}: {STATUS}
Date/Time - {DATE} / {TIME}
Event age - {EVENT.AGE}
ItemName - {ITEM.NAME}
LastValue - {ITEM.LASTVALUE}

-- end cut ---

[johnhailstone]

otrs to zabbix setup

Hi nickfarrell

We have setup an inbox that zabbix can send actions out to that then generates otrs tickets on the postmaster filter rules.

We however are having big issues getting zabbix to update tickets afterwards with what zabbix reports next, these are being raised as new tickets.

what rules are you using on postmaster filter or what script are you running that sinks the two actions together?

would massively appreciate any help you can give on this

John.

[shreya]

OTRS and Zabbix integration

We use OTRS as ticketing system; the actions in Zabbix are configured to send an email to OTRS.

In OTRS the Postmaster-filter is configured to parse the mail for several strings which Zabbix includes in the action ('Contact' as definition for the correct team/queue, 'severity' as ticket-priority, ...).

So we get a ticket which is located in the right queue and with the appropriate priority.

One bad side of this construction: It's a one way thing - the event isn't automatically handled in Zabbix (e.g. no acknowledge). But with the api one can handle this easily, too.

Can u please give me details for how to integrate OTRS with Zabbix..

[neilb]

Hmm, this is quite timely, i'm also seeking a new ticket/crm system which can have bi-directional traffic between it & the monitoring system.

be interested to hear upon any solutions.


N.