Zabbix + Zendesk

[He-ba]

Hello Everyone!

Would you please explain it to me. I have the Zabbix server and Zendesk tickets system. I have configured Zendesk Media. I see, tickets was created on the Zendesk but not closed if trigger was change severity from Problem to OK. I don't have any ideas what need put in Recovery operations, or Zabbix + Zendesk works one way create a new tickets only or need make a script. If I try to set up Zendesk user to recovery,



I receive messages:




If anyone has experience configure the Zabbix and Zendesk + closing or change of status (tickets), I will be grateful if you share...

Best regards,

Dmitrij

[He-ba]

Hello,

I found the problem in the script:


In my case 0 - Trigger and vuala



Maybe someone will need it.

[cthompson@baylor]

Thanks That fixed one of the two issues I'm having. I changed the value from 1 to 0 and it now updates the ticket. How do you close or mark the ticket solved? That's where I'm stuck now.

[He-ba]

Hi,

Can you check in your Configuration -> Actions tab -> Trigger actions. You need some like this (open and recovery Actions add Zendesk):

[cthompson@baylor]

I do have the settings. It will update the ticket but not close. Do I need to create a Parameters field or edit the script?
Last ticket update says
Problem has been resolved in 1m 56s at 11:17:31 on 2022.10.21
Problem name: HTTP service is down on Test-
Host: Test-
Severity: Average
Operational data: Up (1)
Original problem ID: 27079

[He-ba]

Sorry, missed your message. I just compared my setup and you, I have this:


If needed, I can send you my script. You can compare them.

[cthompson@baylor]

I updated my setting to match yours. same think ticket stays open in zendesk. I was hoping there was a setting or trigger that I have not configured.

[He-ba]

Hm, can you please for test remove in Actions - "Update operations" and check what happens

[cthompson@baylor]

I removed "Update operations". Under operations. And I still have the same results. Here is Action tab if that helps.

[He-ba]

Ok, thanks, looks like from the Zabbix side all is good. Can you check, your user in Zendesk has access to close the ticket? I don't have now access to the Zendesk admin panel and check. I try today recheck my Zabbix zendesk script, maybe I some miss.

[He-ba]

Hello,

Ok, can you please check in Zendesk -> Admin Dashboard -> username this:



In the script, I see only what we need to change in the configuration. I don't have any customization in the script:


[QUOTE]


// Possible values: 0 - Trigger, 1 - Discovery, 2 - Autoregistration, 3 - Internal.
if ([0, 1, 2, 3].indexOf(parseInt(params.event_source)) === -1) {
throw 'Incorrect "event_source" parameter given: ' + params.event_source + '\nMust be 0-3.';
}

// Check {EVENT.VALUE} for trigger-based and internal events.
// Possible values: 1 for problem, 0 for recovering
if (params.event_value !== '0' && params.event_value !== '1'
&& (params.event_source === '0' || params.event_source === '3')) {
throw 'Incorrect "event_value" parameter given: ' + params.event_value + '\nMust be 0 or 1.';
}

// Check {EVENT.UPDATE.STATUS} only for trigger-based events.
// Possible values: 0 - Webhook was called because of problem/recovery event, 1 - Update operation.
if (params.event_source === '0' && params.event_update_status !== '0' && params.event_update_status !== '1') {
throw 'Incorrect "event_update_status" parameter given: ' + params.event_update_status + '\nMust be 0 or 1.';
}

if (params.event_source !== '0' && params.event_value === '0') {
throw 'Recovery operations are supported only for trigger-based actions.';
}

I mark in the script position what may be interesting for you. You can try to change these options. I will try to find more.

[cthompson@baylor]

You have been a great help on this. I checked in Zendesk and I'm using an admin account vs Contributor for now. What I was able to do to get it to close the ticket was create a rule in Zendesk.


.

[He-ba]

Hi, thanks for the info about Zendesk. I'm glad I was able to help!

[RobinH]

Hey!

Saw your thread about Zendesk

Im sitting with a problem when it come to updating the tickets.
But when I try the settings you show in here, it does not work. I get warnings and only way to make it work and send events is to use "1" as event_value and "0" as event_update_status which deactivate the update possibility.

So right now I only get new tickets, both new events and updates or recoverys.



Is thera anything that needs to be changed in the script or do I need more settings and Macros than they say in the instruction?

[He-ba]

Hi,

Sorry I didn't see your message. From the Zendesk side, do your user privileges have to open and close the ticket? It's my last work config from zabbix side, sorry right now i cannot show you from Zendesk side.