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Jens Bothe
Senior Consultant, OTRS AG
2007
OTRS GmbH OTRS AG & stable Releases: OTRS::ITSM 1.0 - OTRS 2.2.
o > 49,000 productive installations
2006
Formation of OTRS Inc. (Silicon Valley, USA) & stable Release OTRS 2.1
o > 35,000 productive installations
2005
2003
2002
2001
1999
OTRS AG 2008
Intention & History of the SystemMonitoring module Ticketsystems and monitoring solutions mostly work as a standalone solution Idea: bringing together the best of both worlds SystemMonitoring module - release 1 released october 2007 generic module to generate and close tickets using notication e-mails
Nagios HP Open View all other monitoring solutions that send e-mails
released September 11, 2008 provides specic content for Nagios: Acknowledge on ticket lock Nagios Checker for OTRS
Forecast: OpenNMS integration via SOAP interface independent module: SystemMonitoring-OpenNMS transmission of performance data to Nagios (SystemMonitoring 2.0.2)
OTRS AG 2008
agenda
Running installation of Nagios Running installation of OTRS 2.3.2 local MTA to deliver mails between OTRS and Nagios (i.e. procmail) actual release of SystemMonitoring module: ftp://ftp.otrs.org/pub/otrs/packages/ SystemMonitoring-2.0.2.opm
Nagios conguration to send notications to OTRS OTRS conguration to process Nagios notications OTRS conguration: acknowledge on ticket lock OTRS Nagios check script Conguration of check script using checker in Nagios Creation of graphs via rrdtool Round Table - questions & suggestions
OTRS AG 2008
OTRS AG 2008
Nagios Acknowledge
owchart
Start
TicketLockUpdate
No Active
Ticket Lock
Service=Host Yes No
Host Acknowledge
Service Acknowledge
Stop
OTRS AG 2008
Nagios conguration
etc/objects/contacts.cfg
define contact{ contact_name use alias email } define contactgroup{ contactgroup_name alias members }
OTRS AG 2008
OTRS Conguration
Processing of Nagios notications
OTRS AG 2008
OTRS conguration
Sending acknowledges to Nagios
OTRS AG 2008
Nagios checkscript
owchart
Start
Yes Critical
No
Warning
No
Yes Critical
No
Warning
End
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OTRS conguration
Kernel/Cong/NagiosCheck.pm
# # # # # # # -Example Configfile for otrs.NagiosCheck - OTRS Nagios checker Copyright (C) 2001-2008 OTRS AG, http://otrs.org/ -For possible search options see: http://dev.otrs.org/cvs/Kernel/System/Ticket.html -> TicketSearch() Examples see below
%Config = ( Search => { TicketCreateTimeNewerMinutes => 5, }, min_warn_treshhold => 5, max_warn_treshhold => 20, min_crit_treshhold => 2, max_crit_treshhold => 25, # Information used by Nagios # Name of check shown in Nagios Status Information checkname => 'OTRS Checker', # Text shown in Status Information if everything is ok OK_TXT => 'enjoy tickets:', # Text shown in Status Information if warning threshhold reached WARN_TXT => 'number of tickets:', # Text shown in Status Information if critical threshhold reached CRIT_TXT => 'critical number of tickets:', );
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Nagios conguration
etc/objects/commands.cfg
define command{ command_name command_line } check_otrs /opt/otrs/bin/otrs.NagiosCheck.pl -c $ARG1$
-N
etc/objects/localhost.cfg
define service{ use host_name service_description check_command }
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bin/otrs.rrd.sh
TMPTICKETS=`/opt/otrs/bin/otrs.NagiosCheck.pl -c /opt/otrs/Kernel/Config/ NagiosCheck.pm` rrdtool update otrs.rrd $TODAY:$TMPTICKETS rrdtool graph /opt/otrs/var/httpd/htdocs/images/opentickets_daily.png --start -86400 --title "OTRS Performance Data" --vertical-label "offene Tickets" -w 600 -h 200 DEF:opentickets=otrs.rrd:opentickets:AVERAGE AREA:opentickets#00ff00:"offene Tickets" rrdtool graph /opt/otrs/var/httpd/htdocs/images/opentickets_weekly.png --start -604800 --title "OTRS Performance Data" --vertical-label "offene Tickets" -w 600 -h 200 DEF:opentickets=otrs.rrd:opentickets:AVERAGE AREA:opentickets#00ff00:"offene Tickets"
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Contact
((
OTRS AG 2008
Jens O. Bothe
Senior Consultant OTRS AG Norsk-Data-Strae 1 61352 Bad Homburg v.d.H. Germany enjoy@otrs.com Fon.: +49 (0)6172 681988 0 www.otrs.com
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