The OTRS logs don't show a thing, they don't even show an attempt to acknowledge, so it is an internal OTRS issue. Didn't know you could increase the OTRS logging, I'll look into that.
OTRS doesn't try to acknowledge, so it is not a limitation between OTRS/Nagios boxes. There may very well be a problem there but I'm not up to troubleshooting that yet. ;) SystemMonitoring was reconfigured to acknowledge on TicketQueueUpdate (Rather than TicketLockUpdate) but that made no difference. No attempt is made to acknowledge the alert in either situation, whether I manually perform the appropriate action (queue or lock), or whether a generic agent performs the action. Never worked, new system, still in dev. Cheers Rob. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of LQ Marshall Sent: 02 December 2015 17:50 To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] SystemMonitoring Nothing in the OTRS log. May want to check the otrs' folders for error_logs, increase logging to get something (think that's LogFile). Could Nagios server/auth be limited by IP? Firewalling (iptables, etc)? Did you run the HTTP post from the Nagios server? (Confirming that you checked the saved Nagios user/pass in OTRS is correct?) Is an action being performed on the notification ticket to generate the ack? (I think locking monitor ticket will do, not all actions will.) Has this ever worked? Backed out of changes? Reinstal the package? LQM From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> [mailto:otrs-boun...@otrs.org] On Behalf Of Rob Shears Sent: Wednesday, December 2, 2015 12:03 PM To: User questions and discussions about OTRS. <otrs@otrs.org<mailto:otrs@otrs.org>> Subject: Re: [otrs] SystemMonitoring Yep, Nagios. Yes, monitoring is enabled (HTTP) via SysConfig and configured. Nagios certainly supports authenticated HTTP acknowledgement, I'm able to acknowledge alerts with the command listed in OTRS via pasting the HTTP request into a web browser fine. Cheers Rob From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> [mailto:otrs-boun...@otrs.org] On Behalf Of LQ Marshall Sent: 02 December 2015 16:40 To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] SystemMonitoring From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> [mailto:otrs-boun...@otrs.org] On Behalf Of Rob Shears Sent: Wednesday, December 2, 2015 11:24 AM To: User questions and discussions about OTRS. <otrs@otrs.org<mailto:otrs@otrs.org>> Subject: [otrs] SystemMonitoring <snip> OTRS 4.0.13 SystemMonitoring 4.0.2 <snip> While I keep working away (the acknowledgement doesn't even work from the command line but I'll solve that one!), anyone have any ideas on what could be going wrong, to cause OTRS to not even attempt the acknowledgement? ________________________________ Assuming that you are using Nagios for monitoring, by default acknowledgement is enabled. Have you enabled? (Don't think other monitors acks are supported.???) Have you enabled and configured acknowledgements in the Sysconfig? It's been a while since I've done this but I'd suggest searching for Nagios in the sysconfig module. Depending on where the monitoring service is will determine how acknowledgements can be processed. You may need to create a monitoring account with appropriate perms for OTRS::SystemMonitoring to process monitoring acknowledgements. LQM
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