Sending an alert message (mail or ticket) only after manual validation

[squateur44690]

Hello, excuse me for my english: it's a google rtanslate from "french language". I have just paired Zabbix with our ITSM tool to generate tickets there in case of detection of problem on Zabbix side. It works fine but I don't want the ticket to be automatically created.

What I want is for the ticket to be created only after human validation.


The only parameter I found for this (in configuration-actions-trigger actions) is to add the "acknowledged event" condition in the "Operations" tab


Unfortunately, for this to work I have to put a repetition: step every 5 minutes for example. So, if there was a manual acknowledgment of the problem on the Zabbix side, it will create a new ticket every 5 minutes. This will make a multitude of different tickets for the same Zabbix issue. Instead of generating a ticket, if we had chosen to send an email, we would not have a single email but a new email every 5 minutes.


In short, as you can see, I can't get by with this single "acknowledgment" parameter available in the conditions of the operation.

The only solution I found is to manually acknowledge the Zabbix problem, wait for it to generate a ticket after a few minutes and immediately delete this acknowledgment so that the operation does not repeat itself and that 'there isn't a multitude of tickets :-(.



Would you have an idea to answer my need to generate a ticket, mail or SMS following a Zabbix problem only after a manual validation?

Thanks in advance.

[cyber]

Your screenshots shows repetition in every minute, so it does not correlate with 5m step duration. Is there some "multiple event generation" set in that trigger? What's the trigger expression?

[squateur44690]

It's just that I changed the setting from 5 minutes to 1 minute for testing. But the principle is the same. As soon as a problem is detected and acknowledged, then a ticket is created every 5 minutes. But I only want one. The trigger expression is just on the name of the host group.

[Hamardaban]

Please show trigger settings

[squateur44690]

here is the trigger for this problem "disk full"

[cyber]

you have defined steps 1-30... with 5m (or 1m) interval.. that's why you get multiple notifications.... https://www.zabbix.com/documentation...on/escalations

[squateur44690]

yes, I know. That's my problem. I'm looking for a way to stop the escalation when only one ticket is created.

If in operation, i have just 1 Step (1-1) "start immediately". The ticket will never be created if I add the condition "event acknowledged".

f I do not put this condition the ticket is created automatically as soon as the problem appears. But I want a manual validation 'acknowledgment'

[Stano]

Hi. I know it is out of topic, but Can i have a question? How you paired Zabbix with our ITSM tool to generate tickets there in case of detection of problem on Zabbix side? I would like to create automatic ticket from each zabbix problem. Thank you

[cyber]

Hi. I know it is out of topic, but Can i have a question? How you paired Zabbix with our ITSM tool to generate tickets there in case of detection of problem on Zabbix side? I would like to create automatic ticket from each zabbix problem. Thank you

https://www.zabbix.com/integrations/servicenow

ANd coming back to topic... Unfortunately, I have never tried such an approach to trigger action only after acknowledge...

[squateur44690]

Hello, my ITSM tool is ServiceNow. It is directly integrated into Zabbix (media type). If your ITSM tool is not integrated, a solution is to use email notification. I think your ITSM tool can generate a ticket when it receives a mail from Zabbix.

[markosa]

One way to solve that, since you want to manually check before opening ticket, is to create manual event action which contains code for opening ticket to servicenow?
So you would create Script with type of Manual event action and define there which host group should have that action, then create code for opening ticket towards servicenow based on trigger information...

[vishu]

How can i send the Zabbix hostname to ServiceNow in configuration item ?