Xymon Integration with Remedy Ticketing system
Dear All,
Has anybody integrated Remedy (Ticketing System) with Xymon.? Is it possible ?
Any suggestions/inputs are much appreciated.
Regards, Minaz
Click here to read the Neotel electronic communications disclaimer.
I looked into it, but the Remedy API is so abstract that you have to be a Remedy expert to use it. They don't have functions with names like "createTicket" all of their functions names are expressed in terms of the Remedy data schema. It would take a good deal of study to be able to link Xymon with Remedy.
Thanks, Larry Barber
On Fri, Aug 27, 2010 at 4:35 AM, Minaz Khalife <Minaz.Khalife at neotel.co.za>wrote:
Dear All,
Has anybody integrated Remedy (Ticketing System) with Xymon.? Is it possible ?
Any suggestions/inputs are much appreciated.
Regards, Minaz
Click here<http://www.neotel.co.za/wps/portal/neotel_electronic_communications_disclaimer>to read the Neotel electronic communications disclaimer.
On Aug 27, 2010, at 9:20 AM, Larry Barber wrote:
I looked into it, but the Remedy API is so abstract that you have to be a Remedy expert to use it. They don't have functions with names like "createTicket" all of their functions names are expressed in terms of the Remedy data schema. It would take a good deal of study to be able to link Xymon with Remedy.
We used Perl scripts to submit new tickets all the time at my last job. Seems like it would be pretty easy to integrate that into either a custom monitoring script or an alert script (for test that are already defined).
(Also, I would kill myself if every Xymon alert generated a ticket that I had to "resolve".)
-- Rob McBroom <http://www.skurfer.com/>
It's not that I think guns, drugs, prostitution, swimming, eating and reading should be legal. It's just that no one on Earth has the authority to make them illegal.
We entertained the thought of this years ago and even tested it out for a month or two. We found that it is better to have the alerts emailed to our entire IT group and then have the person "on call" that week determine whether or not it should be forwarded along to the helpdesk as an actual ticket. There are just too many situations that could cause a flood of unnecessary helpdesk tickets.
- Harold Ballinger IT Manager Heritage Healthcare, Inc. (888) 335-2620 | helpdesk (864) 244-3626 | office (864) 244-3093 | fax
Visit our website: www.heritage-healthcare.com
-----Original Message----- From: Rob McBroom [mailto:mailinglist0 at skurfer.com] Sent: Friday, August 27, 2010 9:39 AM To: xymon at xymon.com Subject: Re: [xymon] Xymon Integration with Remedy Ticketing system
On Aug 27, 2010, at 9:20 AM, Larry Barber wrote:
I looked into it, but the Remedy API is so abstract that you have to be a Remedy expert to use it. They don't have functions with names like "createTicket" all of their functions names are expressed in terms of the Remedy data schema. It would take a good deal of study to be able to link Xymon with Remedy.
We used Perl scripts to submit new tickets all the time at my last job. Seems like it would be pretty easy to integrate that into either a custom monitoring script or an alert script (for test that are already defined).
(Also, I would kill myself if every Xymon alert generated a ticket that I had to "resolve".)
-- Rob McBroom <http://www.skurfer.com/>
It's not that I think guns, drugs, prostitution, swimming, eating and reading should be legal. It's just that no one on Earth has the authority to make them illegal.
To unsubscribe from the xymon list, send an e-mail to xymon-unsubscribe at xymon.com
Citerar Rob McBroom <mailinglist0 at skurfer.com>:
(Also, I would kill myself if every Xymon alert generated a ticket that I had to "resolve".)
Why? If it's a false alarm, you want to fix Xymon. If not, you want to fix the reason for the alert. Either way, you have to act on it, whether you get a ticket or not.
Ulric
On Fri, Aug 27, 2010 at 8:20 AM, Larry Barber <lebarber at gmail.com> wrote:
I looked into it, but the Remedy API is so abstract that you have to be a Remedy expert to use it. They don't have functions with names like "createTicket" all of their functions names are expressed in terms of the Remedy data schema. It would take a good deal of study to be able to link Xymon with Remedy.
The BMC implementation at my work place has a SOAP server to accept create/modify/query/cancel.. functions via SOAP client.
I tested the ticket creation via a SOAP client by perl. The different part is write a controller that can talk with both BMC and Hobbit alert server/daemon.
Algorithm need to be implemented
- query BMC SOAP server if same alert is already opened before open another BMC ticket.
- check how many tickets opened in past few seconds to avoid ping or purple storm.
- after open a BMC ticket, put a machine into maintenance mode with BMC ticket number.
- Pull a machine out of maintenance mode after a BMC ticket is resolved.
- send the alert to correct helpdesk teams.
tj
Thanks, Larry Barber
On Fri, Aug 27, 2010 at 4:35 AM, Minaz Khalife <Minaz.Khalife at neotel.co.za
wrote:
Dear All,
Has anybody integrated Remedy (Ticketing System) with Xymon.? Is it possible ?
Any suggestions/inputs are much appreciated.
Regards, Minaz
Click here<http://www.neotel.co.za/wps/portal/neotel_electronic_communications_disclaimer>to read the Neotel electronic communications disclaimer.
-- T.J. Yang
I tested the ticket creation via a SOAP client by perl. The different part is write a controller that can talk with both BMC and Hobbit alert server/daemon.
Should be
"The difficult part is to write a controller that can talk with both BMC SOAP server and hobbitd_alertd daemon. "
-- T.J. Yang
participants (6)
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hballinger＠heritage-healthcare.com
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lebarber＠gmail.com
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mailinglist0＠skurfer.com
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Minaz.Khalife＠neotel.co.za
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tjyang2001＠gmail.com
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ulric＠siag.nu