Brainstorming - open xymon tickets on *acknowledgement*? (and Xymon talking to Jira and ticket systems) (and a bit of Nagios)
We're using Jira for ticketing, and Xymon for monitoring. Jira allows opening tickets via email, so we have a one-way communication.
I've been asked (by someone coming from the world of Nagios) to investigate opening tickets on *ACKNOWLEDGE*.
His reasoning is that if a ticket is opened on ACK, it is clear that every acked alert has a ticket and it is clear what ticket goes with the ack, and all tickets will have owners.
If we open a ticket via email it might or might not have an owner right away, and there's no way to match the ticket with the dot on the screen. Also if we open tickets via email, we get multiple tickets when a service *flaps*, such as a disk that is cyclically going above the limits.
Has anyone else worked with these issues? Thoughts I have so far:
process. Make sure that everyone who takes a ticket also acks the alert manually with the ticket number. This is clunky.
hook into the email ack (not currently enabled). When procmail parses the ack, trigger the ticket open email. Difficulty: alerts.cfg has logic to control which group gets which tickets; with procmail I am starting from scratch.
switch to Nagios (Not a short term project but it's on the table)
use a custom alert script that both sends the ticket email and sends an email ack. (difficulty: multiple tickets for a flapping service would do ... what?) (I think this is the most promising idea so far...)
Interested in any ideas, thoughts, and ramblings on the subject(s)
Does Jira give you an email that acknowledges that it received your email?
I'm using a similar setup, except with Remedy instead of Jira. I include a "Xymon ID" number with the email I send to Remedy, I am then able to parse the returned email to match up the Xymon ID's with the Remedy ticket number. I created a custom page that shows all the hosts/test combos that are currently alerting and display a link to the Remedy ticket. Works OK. Remedy email processing can be a little flakey.
If anybody is interested in the code (Python and PHP using a MySQL database) I would be glad to share it.
Thanks, Larry Barber
On Fri, Oct 19, 2012 at 1:42 PM, Betsy Schwartz <betsy.schwartz at gmail.com>wrote:
We're using Jira for ticketing, and Xymon for monitoring. Jira allows opening tickets via email, so we have a one-way communication.
I've been asked (by someone coming from the world of Nagios) to investigate opening tickets on *ACKNOWLEDGE*.
His reasoning is that if a ticket is opened on ACK, it is clear that every acked alert has a ticket and it is clear what ticket goes with the ack, and all tickets will have owners.
If we open a ticket via email it might or might not have an owner right away, and there's no way to match the ticket with the dot on the screen. Also if we open tickets via email, we get multiple tickets when a service *flaps*, such as a disk that is cyclically going above the limits.
Has anyone else worked with these issues? Thoughts I have so far:
process. Make sure that everyone who takes a ticket also acks the alert manually with the ticket number. This is clunky.
hook into the email ack (not currently enabled). When procmail parses the ack, trigger the ticket open email. Difficulty: alerts.cfg has logic to control which group gets which tickets; with procmail I am starting from scratch.
switch to Nagios (Not a short term project but it's on the table)
use a custom alert script that both sends the ticket email and sends an email ack. (difficulty: multiple tickets for a flapping service would do ... what?) (I think this is the most promising idea so far...)
Interested in any ideas, thoughts, and ramblings on the subject(s)
Xymon mailing list Xymon at xymon.com http://lists.xymon.com/mailman/listinfo/xymon
participants (2)
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betsy.schwartz＠gmail.com
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lebarber＠gmail.com