Re: [otrs] SystemMonitoring

2015-12-03 Thread Rob Shears 
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


OTRS 4.0.13
SystemMonitoring 4.0.2

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
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] SystemMonitoring

2015-12-02 Thread Leonardo Certuche 
Hello Rob,

As far as I understand, you don't need generic agent jobs or postmaster
filters to have this working. Did you create the 3 dynamic fields required
for this functionality? If you want to keep the default sysconfig entry as
it comes, those fields must be named TicketFreeText1 for storing the name
of the device affected, TicketFreeText2 for the name of the service
affected and ArticleFreeText1 for the state of the event. Then publish
those fields on AgentTicketZoom so you can actually know their values.
Bonus points if the name of the device is the same name of one of your
configuration items (CI) on the CMDB. That way your ticket will be linked
with the affected CI and its operational state will change.

I know my comment is not related with the acknowledge feature but hopefully
there is valuable information for you here.


On 2 December 2015 at 11:24, Rob Shears  wrote:

> My next challenge is proper configuration of SystemMonitoring.  Hopefully
> I’m not getting something as obvious as my last issue incorrect here.
>
>
>
> OTRS 4.0.13
>
> SystemMonitoring 4.0.2
>
>
>
> I have the incoming tickets sorting fine.
>
> I am using the post-postmaster filter, as I use a postmaster filter to set
> some variables (X-OTRS-LOOP etc).
>
> I have a GenericAgent Job running to grab the tickets, stick em in a queue
> and set the priorities.
>
> I can file additional alerts to the correct ticket.
>
>
>
> I cannot get OTRS to even attempt to acknowledge the alert, no failures,
> no log errors, just no attempt from OTRS at all to send the http
> acknowledgement.
>
>
>
> I adjusted the trigger event in the SystemConfig section to
> TicketQueueUpdate, from TicketLockUpdate, to match our requirements, but
> there is no difference in how OTRS is acting with either.  It simply will
> not trigger the acknowledgement event.
>
>
>
> 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?
>
>
>
> Cheers
>
>
>
> *Rob Shears*
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] SystemMonitoring

2015-12-02 Thread LQ Marshall 
From: 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. 
Subject: [otrs] SystemMonitoring

 



OTRS 4.0.13

SystemMonitoring 4.0.2



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

-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] SystemMonitoring

2015-12-02 Thread Rob Shears 
Yes, I don’t need generic agents or any postmaster filters other than the 
SystemMonitoring postmaster filter.

I use a generic agent to move the Nagios alerts into a different Queue.
I use the additional postmaster filters to set X-OTRS-LOOP header to prevent 
auto responses.
Both of these functions are working fine and I don’t believe interfere in any 
way with the operation of SystemMonitoring.

The dynamic fields are present and data is properly populated to them in the 
backend.

No CMDB or CI is in place.

Cheers


Rob.


From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
Leonardo Certuche
Sent: 02 December 2015 16:39
To: User questions and discussions about OTRS.
Subject: Re: [otrs] SystemMonitoring

Hello Rob,

As far as I understand, you don't need generic agent jobs or postmaster filters 
to have this working. Did you create the 3 dynamic fields required for this 
functionality? If you want to keep the default sysconfig entry as it comes, 
those fields must be named TicketFreeText1 for storing the name of the device 
affected, TicketFreeText2 for the name of the service affected and 
ArticleFreeText1 for the state of the event. Then publish those fields on 
AgentTicketZoom so you can actually know their values. Bonus points if the name 
of the device is the same name of one of your configuration items (CI) on the 
CMDB. That way your ticket will be linked with the affected CI and its 
operational state will change.

I know my comment is not related with the acknowledge feature but hopefully 
there is valuable information for you here.


On 2 December 2015 at 11:24, Rob Shears 
<r...@phonovation.com<mailto:r...@phonovation.com>> wrote:
My next challenge is proper configuration of SystemMonitoring.  Hopefully I’m 
not getting something as obvious as my last issue incorrect here.

OTRS 4.0.13
SystemMonitoring 4.0.2

I have the incoming tickets sorting fine.
I am using the post-postmaster filter, as I use a postmaster filter to set some 
variables (X-OTRS-LOOP etc).
I have a GenericAgent Job running to grab the tickets, stick em in a queue and 
set the priorities.
I can file additional alerts to the correct ticket.

I cannot get OTRS to even attempt to acknowledge the alert, no failures, no log 
errors, just no attempt from OTRS at all to send the http acknowledgement.

I adjusted the trigger event in the SystemConfig section to TicketQueueUpdate, 
from TicketLockUpdate, to match our requirements, but there is no difference in 
how OTRS is acting with either.  It simply will not trigger the acknowledgement 
event.

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?

Cheers

Rob Shears

-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] SystemMonitoring

2015-12-02 Thread Rob Shears 
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] 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


OTRS 4.0.13
SystemMonitoring 4.0.2

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
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] SystemMonitoring

2015-12-02 Thread LQ Marshall 
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] On Behalf Of Rob
Shears
Sent: Wednesday, December 2, 2015 12:03 PM
To: User questions and discussions about OTRS. <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

 



OTRS 4.0.13

SystemMonitoring 4.0.2



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

-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] SystemMonitoring regexp failure

2012-04-02 Thread Sune T. Tougaard 
Hi,

FYI, it doesn't seem to be working with only numeric states (1=down, 0=up).
Either that, or my regexps just plain suck. :)

But as soon as I put in some text, I'm good.

Thanks for your help.

--
/Sune T.

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of James 
Michael DuPont
Sent: 23. marts 2012 22:20
To: User questions and discussions about OTRS.
Subject: Re: [otrs] SystemMonitoring regexp failure

But is it looking at both the subject *and* the body?
Yes it is looking in the subject and then the body for those regexes and the 
ones found in the body will overwrite the ones in the subject.
mike
On Fri, Mar 23, 2012 at 9:27 PM, Sune T. Tougaard 
s...@lyngsoesystems.commailto:s...@lyngsoesystems.com wrote:
Thanks Mike,

Excellent. I'm pretty sure that solves my problems, knowing how it works. Thank 
you for explaining.

However, just out of curiosity... :)
I already had a quick look at the source (too quick I guess), but I sure didn't 
catch that the subject was also used to extract state (or anything).
I guess I just took for granted that if I specify three specific lines to find 
Host, Service and State somewhere in the mail, those were all that was needed 
and used. No need to look only at the subject or body.

But is it looking at both the subject *and* the body?

...
my @SubjectLines...
...
my @BodyLines...
...

I can't say that I fully understand the code (at all), but how does it know 
which one to use?
If the Host, Service and State are well-defined (with the regexp), and no 
match is found in the subject, should it not just continue to the body?

Thanks a lot.

--
/Sune T.

From: otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org 
[mailto:otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org] On Behalf Of James 
Michael DuPont
Sent: 23. marts 2012 20:20

To: User questions and discussions about OTRS.
Subject: Re: [otrs] SystemMonitoring regexp failure


Sune T.,
you can call me mike, my full name is james michael, but everyone calls me me 
mike.

Lets look at the source for for how the regex is used :

In the source code ;Kernel/System/PostMaster/Filter/SystemMonitoring.pm
you will see that it parses the state from the mail.
# Try to get State, Host and Service from email subject
my @SubjectLines = split /\n/, $Subject;
for my $Line (@SubjectLines) {
for (qw(State Host Service)) {
if ( $Line =~ /$Self-{Config}-{ $_ . 'RegExp' }/ ) {
$Self-{$_} = $1;

Then when the state is extracted, it is matched :
 if ( $Self-{State} =~ /$Self-{Config}-{CloseTicketRegExp}/ ) {
where the default regex is  CloseTicketRegExp = 'OK|UP'

Then the state of the ticket is stet to the state named, and specified by 
CloseActionState which defaults to  'closed successful',

So if you use 0, then you would have to have 0 in the subject of the mails. If 
you want to specify a different state, you need to set the name of that state 
in CloseActionState.

I hope this helps explain how the system monitoring is used. Let me know if you 
have any more questions.

mike
On Fri, Mar 23, 2012 at 7:35 PM, Sune T. Tougaard 
s...@lyngsoesystems.commailto:s...@lyngsoesystems.com wrote:
Thanks Mike/James,

However, 0 is exactly what i'm looking for, to see if the host is up.

I have an OTRSNumState that can be either 0, 1, 2, 3, 4 or 5.
0 is meant to close, while the rest is meant to create a new (or append to 
existing) ticket.
Hmm, perhaps I could just try putting some other text there, instead of the 0. 
I control both systems, so I can put anything I like.
I'll try that instead of looking for numbers.

Thanks for your input, makes me think again. :)

--
/Sune T.

From: otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org 
[mailto:otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org] On Behalf Of James 
Michael DuPont
Sent: 23. marts 2012 15:09
To: User questions and discussions about OTRS.
Subject: Re: [otrs] SystemMonitoring regexp failure

Hi there,

According to your mail you have
 'CloseTicketRegExp' = '0',

You are going to need some regex to match if the host is up.

For example, the standard is  :

CloseTicketRegExp = 'OK|UP',

That means OK or UP will mark the server as back online.

See also the documentation, it names this as the default value.

Let me know if that helps,
mike

--
James Michael DuPont
Custom Engineering/Research  Development

OTRS AG
Norsk-Data-Straße 1
D-61352 Bad Homburg

T: +49 (0) 9421 56818 0tel:%2B49%20%280%29%209421%2056818%200
F: +49 (0) 9421 56818 18tel:%2B49%20%280%29%209421%2056818%2018
I: http://www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht Bad Homburg, HRB 10751, USt-Nr.: 
DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann 
(Vorsitzender), Christopher Kuhn


-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] SystemMonitoring regexp failure

2012-03-23 Thread James Michael DuPont 
 Hi there,

According to your mail you have
 'CloseTicketRegExp' = '0',

You are going to need some regex to match if the host is up.

For example, the standard is  :

CloseTicketRegExp = 'OK|UP',

That means OK or UP will mark the server as back online.

See also the documentation, it names this as the default value.

Let me know if that helps,
mike

-- 
James Michael DuPont
Custom Engineering/Research  Development

OTRS AG
Norsk-Data-Straße 1
D-61352 Bad Homburg

T: +49 (0) 9421 56818 0
F: +49 (0) 9421 56818 18
I: http://www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht Bad Homburg, HRB 10751, USt-Nr.:
DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann
(Vorsitzender), Christopher Kuhn
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] SystemMonitoring regexp failure

2012-03-23 Thread Sune T. Tougaard 
Thanks Mike/James,

However, 0 is exactly what i'm looking for, to see if the host is up.

I have an OTRSNumState that can be either 0, 1, 2, 3, 4 or 5.
0 is meant to close, while the rest is meant to create a new (or append to 
existing) ticket.
Hmm, perhaps I could just try putting some other text there, instead of the 0. 
I control both systems, so I can put anything I like.
I'll try that instead of looking for numbers.

Thanks for your input, makes me think again. :)

--
/Sune T.

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of James 
Michael DuPont
Sent: 23. marts 2012 15:09
To: User questions and discussions about OTRS.
Subject: Re: [otrs] SystemMonitoring regexp failure

Hi there,

According to your mail you have
 'CloseTicketRegExp' = '0',

You are going to need some regex to match if the host is up.

For example, the standard is  :

CloseTicketRegExp = 'OK|UP',

That means OK or UP will mark the server as back online.

See also the documentation, it names this as the default value.

Let me know if that helps,
mike

--
James Michael DuPont
Custom Engineering/Research  Development

OTRS AG
Norsk-Data-Straße 1
D-61352 Bad Homburg

T: +49 (0) 9421 56818 0
F: +49 (0) 9421 56818 18
I: http://www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht Bad Homburg, HRB 10751, USt-Nr.: 
DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann 
(Vorsitzender), Christopher Kuhn

-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] SystemMonitoring regexp failure

2012-03-23 Thread James Michael DuPont 
Sune T.,
you can call me mike, my full name is james michael, but everyone calls me
me mike.

Lets look at the source for for how the regex is used :

In the source code ;Kernel/System/PostMaster/Filter/SystemMonitoring.pm
you will see that it parses the state from the mail.
# Try to get State, Host and Service from email subject
my @SubjectLines = split /\n/, $Subject;
for my $Line (@SubjectLines) {
for (qw(State Host Service)) {
if ( $Line =~ /$Self-{Config}-{ $_ . 'RegExp' }/ ) {
$Self-{$_} = $1;

Then when the state is extracted, it is matched :
 if ( $Self-{State} =~ /$Self-{Config}-{CloseTicketRegExp}/ ) {
where the default regex is  CloseTicketRegExp = 'OK|UP'

Then the state of the ticket is stet to the state named, and specified by
CloseActionState which defaults to  'closed successful',

So if you use 0, then you would have to have 0 in the subject of the mails.
If you want to specify a different state, you need to set the name of that
state in CloseActionState.

I hope this helps explain how the system monitoring is used. Let me know if
you have any more questions.

mike

On Fri, Mar 23, 2012 at 7:35 PM, Sune T. Tougaard 
s...@lyngsoesystems.comwrote:

  Thanks Mike/James,

 ** **

 However, ”0” is exactly what i’m looking for, to see if the host is up.***
 *

 ** **

 I have an “OTRSNumState” that can be either 0, 1, 2, 3, 4 or 5.

 0 is meant to close, while the rest is meant to create a new (or append to
 existing) ticket.

 Hmm, perhaps I could just try putting some other text there, instead of
 the 0. I control both systems, so I can put anything I like.

 I’ll try that instead of looking for numbers.

 ** **

 Thanks for your input, makes me think again. J

 ** **

 -- 

 /Sune T.

 ** **

 *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
 Of *James Michael DuPont
 *Sent:* 23. marts 2012 15:09
 *To:* User questions and discussions about OTRS.
 *Subject:* Re: [otrs] SystemMonitoring regexp failure

 ** **

 Hi there,

 According to your mail you have
  'CloseTicketRegExp' = '0',

 You are going to need some regex to match if the host is up.

 For example, the standard is  :

 CloseTicketRegExp = 'OK|UP',

 That means OK or UP will mark the server as back online.

 See also the documentation, it names this as the default value.

 Let me know if that helps,
 mike

 -- 

 James Michael DuPont

 Custom Engineering/Research  Development 

  

 OTRS AG

 Norsk-Data-Straße 1

 D-61352 Bad Homburg

 ** **

 T: +49 (0) 9421 56818 0

 F: +49 (0) 9421 56818 18

 I: http://www.otrs.com/

 ** **

 Geschäftssitz: Bad Homburg, Amtsgericht Bad Homburg, HRB 10751, USt-Nr.:
 DE256610065

 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann
 (Vorsitzender), Christopher Kuhn

 ** **

 -
 OTRS mailing list: otrs - Webpage: http://otrs.org/
 Archive: http://lists.otrs.org/pipermail/otrs
 To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs




-- 
James Michael DuPont
Custom Engineering/Research  Development

OTRS AG
Norsk-Data-Straße 1
D-61352 Bad Homburg

T: +49 (0) 9421 56818 0
F: +49 (0) 9421 56818 18
I: http://www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht Bad Homburg, HRB 10751, USt-Nr.:
DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann
(Vorsitzender), Christopher Kuhn
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] SystemMonitoring regexp failure

2012-03-23 Thread Sune T. Tougaard 
Thanks Mike,

Excellent. I'm pretty sure that solves my problems, knowing how it works. Thank 
you for explaining.

However, just out of curiosity... :)
I already had a quick look at the source (too quick I guess), but I sure didn't 
catch that the subject was also used to extract state (or anything).
I guess I just took for granted that if I specify three specific lines to find 
Host, Service and State somewhere in the mail, those were all that was needed 
and used. No need to look only at the subject or body.

But is it looking at both the subject *and* the body?

...
my @SubjectLines...
...
my @BodyLines...
...

I can't say that I fully understand the code (at all), but how does it know 
which one to use?
If the Host, Service and State are well-defined (with the regexp), and no 
match is found in the subject, should it not just continue to the body?

Thanks a lot.

--
/Sune T.

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of James 
Michael DuPont
Sent: 23. marts 2012 20:20
To: User questions and discussions about OTRS.
Subject: Re: [otrs] SystemMonitoring regexp failure


Sune T.,
you can call me mike, my full name is james michael, but everyone calls me me 
mike.

Lets look at the source for for how the regex is used :

In the source code ;Kernel/System/PostMaster/Filter/SystemMonitoring.pm
you will see that it parses the state from the mail.
# Try to get State, Host and Service from email subject
my @SubjectLines = split /\n/, $Subject;
for my $Line (@SubjectLines) {
for (qw(State Host Service)) {
if ( $Line =~ /$Self-{Config}-{ $_ . 'RegExp' }/ ) {
$Self-{$_} = $1;

Then when the state is extracted, it is matched :
 if ( $Self-{State} =~ /$Self-{Config}-{CloseTicketRegExp}/ ) {
where the default regex is  CloseTicketRegExp = 'OK|UP'

Then the state of the ticket is stet to the state named, and specified by 
CloseActionState which defaults to  'closed successful',

So if you use 0, then you would have to have 0 in the subject of the mails. If 
you want to specify a different state, you need to set the name of that state 
in CloseActionState.

I hope this helps explain how the system monitoring is used. Let me know if you 
have any more questions.

mike
On Fri, Mar 23, 2012 at 7:35 PM, Sune T. Tougaard 
s...@lyngsoesystems.commailto:s...@lyngsoesystems.com wrote:
Thanks Mike/James,

However, 0 is exactly what i'm looking for, to see if the host is up.

I have an OTRSNumState that can be either 0, 1, 2, 3, 4 or 5.
0 is meant to close, while the rest is meant to create a new (or append to 
existing) ticket.
Hmm, perhaps I could just try putting some other text there, instead of the 0. 
I control both systems, so I can put anything I like.
I'll try that instead of looking for numbers.

Thanks for your input, makes me think again. :)

--
/Sune T.

From: otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org 
[mailto:otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org] On Behalf Of James 
Michael DuPont
Sent: 23. marts 2012 15:09
To: User questions and discussions about OTRS.
Subject: Re: [otrs] SystemMonitoring regexp failure

Hi there,

According to your mail you have
 'CloseTicketRegExp' = '0',

You are going to need some regex to match if the host is up.

For example, the standard is  :

CloseTicketRegExp = 'OK|UP',

That means OK or UP will mark the server as back online.

See also the documentation, it names this as the default value.

Let me know if that helps,
mike

--
James Michael DuPont
Custom Engineering/Research  Development

OTRS AG
Norsk-Data-Straße 1
D-61352 Bad Homburg

T: +49 (0) 9421 56818 0tel:%2B49%20%280%29%209421%2056818%200
F: +49 (0) 9421 56818 18tel:%2B49%20%280%29%209421%2056818%2018
I: http://www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht Bad Homburg, HRB 10751, USt-Nr.: 
DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann 
(Vorsitzender), Christopher Kuhn


-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs



--
James Michael DuPont
Custom Engineering/Research  Development

OTRS AG
Norsk-Data-Straße 1
D-61352 Bad Homburg

T: +49 (0) 9421 56818 0
F: +49 (0) 9421 56818 18
I: http://www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht Bad Homburg, HRB 10751, USt-Nr.: 
DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann 
(Vorsitzender), Christopher Kuhn

-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] SystemMonitoring regexp failure

2012-03-23 Thread James Michael DuPont 
But is it looking at both the subject **and** the body?
Yes it is looking in the subject and then the body for those regexes and
the ones found in the body will overwrite the ones in the subject.
mike

On Fri, Mar 23, 2012 at 9:27 PM, Sune T. Tougaard 
s...@lyngsoesystems.comwrote:

  Thanks Mike,

 ** **

 Excellent. I’m pretty sure that solves my problems, knowing how it works.
 Thank you for explaining.

 ** **

 However, just out of curiosity… J

 I already had a quick look at the source (too quick I guess), but I sure
 didn’t catch that the subject was also used to extract state (or anything).
 

 I guess I just took for granted that if I specify three specific lines to
 find “Host, Service and State” somewhere in the mail, those were all that
 was needed and used. No need to look only at the subject or body.

 ** **

 But is it looking at both the subject **and** the body?

 ** **

 …

 my @SubjectLines…

 …

 my @BodyLines…

 …

 ** **

 I can’t say that I fully understand the code (at all), but how does it
 know which one to use?

 If the Host, Service and State are “well-defined” (with the regexp), and
 no match is found in the subject, should it not just continue to the body?
 

 ** **

 Thanks a lot.

 ** **

 -- 

 /Sune T.

 ** **

 *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
 Of *James Michael DuPont
 *Sent:* 23. marts 2012 20:20

 *To:* User questions and discussions about OTRS.
 *Subject:* Re: [otrs] SystemMonitoring regexp failure

 ** **


 Sune T.,
 you can call me mike, my full name is james michael, but everyone calls me
 me mike.

 Lets look at the source for for how the regex is used :

 In the source code ;Kernel/System/PostMaster/Filter/SystemMonitoring.pm
 you will see that it parses the state from the mail.
 # Try to get State, Host and Service from email subject
 my @SubjectLines = split /\n/, $Subject;
 for my $Line (@SubjectLines) {
 for (qw(State Host Service)) {
 if ( $Line =~ /$Self-{Config}-{ $_ . 'RegExp' }/ ) {
 $Self-{$_} = $1;

 Then when the state is extracted, it is matched :
  if ( $Self-{State} =~ /$Self-{Config}-{CloseTicketRegExp}/ ) {
 where the default regex is  CloseTicketRegExp = 'OK|UP'

 Then the state of the ticket is stet to the state named, and specified by
 CloseActionState which defaults to  'closed successful',

 So if you use 0, then you would have to have 0 in the subject of the
 mails. If you want to specify a different state, you need to set the name
 of that state in CloseActionState.

 I hope this helps explain how the system monitoring is used. Let me know
 if you have any more questions.

 mike

 On Fri, Mar 23, 2012 at 7:35 PM, Sune T. Tougaard s...@lyngsoesystems.com
 wrote:

 Thanks Mike/James,

  

 However, ”0” is exactly what i’m looking for, to see if the host is up.***
 *

  

 I have an “OTRSNumState” that can be either 0, 1, 2, 3, 4 or 5.

 0 is meant to close, while the rest is meant to create a new (or append to
 existing) ticket.

 Hmm, perhaps I could just try putting some other text there, instead of
 the 0. I control both systems, so I can put anything I like.

 I’ll try that instead of looking for numbers.

  

 Thanks for your input, makes me think again. J

  

 -- 

 /Sune T.

  

 *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
 Of *James Michael DuPont
 *Sent:* 23. marts 2012 15:09
 *To:* User questions and discussions about OTRS.
 *Subject:* Re: [otrs] SystemMonitoring regexp failure

  

 Hi there,

 According to your mail you have
  'CloseTicketRegExp' = '0',

 You are going to need some regex to match if the host is up.

 For example, the standard is  :

 CloseTicketRegExp = 'OK|UP',

 That means OK or UP will mark the server as back online.

 See also the documentation, it names this as the default value.

 Let me know if that helps,
 mike

 -- 

 James Michael DuPont

 Custom Engineering/Research  Development 

  

 OTRS AG

 Norsk-Data-Straße 1

 D-61352 Bad Homburg

  

 T: +49 (0) 9421 56818 0

 F: +49 (0) 9421 56818 18

 I: http://www.otrs.com/

  

 Geschäftssitz: Bad Homburg, Amtsgericht Bad Homburg, HRB 10751, USt-Nr.:
 DE256610065

 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann
 (Vorsitzender), Christopher Kuhn

  


 -
 OTRS mailing list: otrs - Webpage: http://otrs.org/
 Archive: http://lists.otrs.org/pipermail/otrs
 To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs




 -- 

 James Michael DuPont

 Custom Engineering/Research  Development 

  

 OTRS AG

 Norsk-Data-Straße 1

 D-61352 Bad Homburg

 ** **

 T: +49 (0) 9421 56818 0

 F: +49 (0) 9421 56818 18

 I: http

Re: [otrs] SystemMonitoring

2011-01-13 Thread Nils Leideck 
Dear Fevin,

You might need to configure the SystemMonitoring module to NOT close the ticket 
on OK messages.
Instead you could use a pending auto status so the ticket is closed 
automatically in x seconds after receiving the OK messages.

This way you should receive a normal follow up notification.

Cheers, Nils

— 
Nils Leideck
Senior Consultant

http://webint.cryptonode.de / a Fractal project

On 12.01.2011, at 22:22, fevin Kagen wrote:

 It's actually not an upgrade.  It's a fresh install.  We are actually 
 abandoning our old system and starting new w/ 3.0.2.
 
 I supposed I can make it work.  It just seems like it worked so well before 
 and I figured I must be missing something obvious.
 
 Thanks again for the help.
 
 On Wed, Jan 12, 2011 at 2:49 PM, Michiel Beijen michiel.bei...@gmail.com 
 wrote:
 What was the version you upgraded from?
 What's the big drawback of using an event-based notification?
 --
 Mike
 
 On Wed, Jan 12, 2011 at 8:26 PM, fevin Kagen fevinka...@gmail.com wrote:
  Hi-
  Thanks for the reply.  I do have the ticket in one of My Queues and I have
  follow ups enabled.  If I don't Acknowledge the nagios alert and nagios
  sends a second email, I do get a follow up notification from OTRS.  However
  when the nagios alert is changed from WARNING or CRITICAL to OK, a final
  email is sent.  This email is received by OTRS and it ultimately closes the
  ticket.  What used to happen, is that OTRS would forward me a copy of that
  mail as a follow up before closing the ticket.  Now, it simply closes the
  ticket without any form of notification.
 
  The issue is that I then have to log into otrs or nagios to see the current
  status of the ticket.  In the past I would see the ticket being opened in my
  email and then later closed.
 
  Thanks in advance for any insight you may be able to offer.
  fevin
 
  On Wed, Jan 12, 2011 at 1:30 PM, Michiel Beijen michiel.bei...@gmail.com
  wrote:
 
  Otrs would only send follow up notifications if the agent has the
  queue where the ticket is in in his My Queues under preferences, and
  enabled follow up notifications in his preferences as well.
 
  Hope this helps,
 
  Mike.
 
 
  On Wednesday, January 12, 2011, fevin Kagen fevinka...@gmail.com wrote:
   Hi-
   I've just upgraded to 3.0.4 and everything looks great.  I am having one
   problem related to my integration with Nagios.  In our old system, Nagios
   would send a recovery email to otrs when an issue was resolved.  This
   resulted in a Follow Up notification being sent to the agent as well as
   the ticket being automaticly closed.  In the new system, the ticket is
   closed, but no notification is sent.  I am able to go into Notifications
   (Events) and configure a notification for closed tickets, but this is 
   less
   than ideal.  Does anyone know why 3.0.4 doesn't send a Follow Up
   notification on SystemMonitoring recovery mails?  Any idea how to make 
   this
   work?
   Thanks-
   fevin
  
  -
  OTRS mailing list: otrs - Webpage: http://otrs.org/
  Archive: http://lists.otrs.org/pipermail/otrs
  To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
 
  -
  OTRS mailing list: otrs - Webpage: http://otrs.org/
  Archive: http://lists.otrs.org/pipermail/otrs
  To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
 
 -
 OTRS mailing list: otrs - Webpage: http://otrs.org/
 Archive: http://lists.otrs.org/pipermail/otrs
 To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
 
 -
 OTRS mailing list: otrs - Webpage: http://otrs.org/
 Archive: http://lists.otrs.org/pipermail/otrs
 To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] SystemMonitoring

2011-01-13 Thread fevin Kagen 
Thanks, Nils.  This worked great.  An added bonus is that I can now delay
the actual closing of a ticket.  This will be helpful for those flapping
problems that might come and go a few times over the course of an hour.  I
haven't tested it, but I'm assuming it will reopen the old ticket as opposed
to creating a new ticket as we have experienced in the past.

On Thu, Jan 13, 2011 at 3:39 AM, Nils Leideck nils.leid...@leidex.netwrote:

 Dear Fevin,

 You might need to configure the SystemMonitoring module to NOT close the
 ticket on OK messages.
 Instead you could use a pending auto status so the ticket is closed
 automatically in x seconds after receiving the OK messages.

 This way you should receive a normal follow up notification.

 Cheers, Nils

 —
 Nils Leideck
 Senior Consultant

 http://webint.cryptonode.de / a Fractal project

 On 12.01.2011, at 22:22, fevin Kagen wrote:

 It's actually not an upgrade.  It's a fresh install.  We are actually
 abandoning our old system and starting new w/ 3.0.2.

 I supposed I can make it work.  It just seems like it worked so well before
 and I figured I must be missing something obvious.

 Thanks again for the help.

 On Wed, Jan 12, 2011 at 2:49 PM, Michiel Beijen 
 michiel.bei...@gmail.comwrote:

 What was the version you upgraded from?
 What's the big drawback of using an event-based notification?
 --
 Mike

 On Wed, Jan 12, 2011 at 8:26 PM, fevin Kagen fevinka...@gmail.com
 wrote:
  Hi-
  Thanks for the reply.  I do have the ticket in one of My Queues and I
 have
  follow ups enabled.  If I don't Acknowledge the nagios alert and nagios
  sends a second email, I do get a follow up notification from OTRS.
 However
  when the nagios alert is changed from WARNING or CRITICAL to OK, a final
  email is sent.  This email is received by OTRS and it ultimately closes
 the
  ticket.  What used to happen, is that OTRS would forward me a copy of
 that
  mail as a follow up before closing the ticket.  Now, it simply closes
 the
  ticket without any form of notification.
 
  The issue is that I then have to log into otrs or nagios to see the
 current
  status of the ticket.  In the past I would see the ticket being opened
 in my
  email and then later closed.
 
  Thanks in advance for any insight you may be able to offer.
  fevin
 
  On Wed, Jan 12, 2011 at 1:30 PM, Michiel Beijen 
 michiel.bei...@gmail.com
  wrote:
 
  Otrs would only send follow up notifications if the agent has the
  queue where the ticket is in in his My Queues under preferences, and
  enabled follow up notifications in his preferences as well.
 
  Hope this helps,
 
  Mike.
 
 
  On Wednesday, January 12, 2011, fevin Kagen fevinka...@gmail.com
 wrote:
   Hi-
   I've just upgraded to 3.0.4 and everything looks great.  I am having
 one
   problem related to my integration with Nagios.  In our old system,
 Nagios
   would send a recovery email to otrs when an issue was resolved.  This
   resulted in a Follow Up notification being sent to the agent as
 well as
   the ticket being automaticly closed.  In the new system, the ticket
 is
   closed, but no notification is sent.  I am able to go into
 Notifications
   (Events) and configure a notification for closed tickets, but this
 is less
   than ideal.  Does anyone know why 3.0.4 doesn't send a Follow Up
   notification on SystemMonitoring recovery mails?  Any idea how to
 make this
   work?
   Thanks-
   fevin
  
  -
  OTRS mailing list: otrs - Webpage: http://otrs.org/
  Archive: http://lists.otrs.org/pipermail/otrs
  To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
 
  -
  OTRS mailing list: otrs - Webpage: http://otrs.org/
  Archive: http://lists.otrs.org/pipermail/otrs
  To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
 
 -
 OTRS mailing list: otrs - Webpage: http://otrs.org/
 Archive: http://lists.otrs.org/pipermail/otrs
 To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs


 -
 OTRS mailing list: otrs - Webpage: http://otrs.org/
 Archive: http://lists.otrs.org/pipermail/otrs
 To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs



 -
 OTRS mailing list: otrs - Webpage: http://otrs.org/
 Archive: http://lists.otrs.org/pipermail/otrs
 To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] SystemMonitoring

2011-01-12 Thread Michiel Beijen 
Otrs would only send follow up notifications if the agent has the
queue where the ticket is in in his My Queues under preferences, and
enabled follow up notifications in his preferences as well.

Hope this helps,

Mike.


On Wednesday, January 12, 2011, fevin Kagen fevinka...@gmail.com wrote:
 Hi-
 I've just upgraded to 3.0.4 and everything looks great.  I am having one 
 problem related to my integration with Nagios.  In our old system, Nagios 
 would send a recovery email to otrs when an issue was resolved.  This 
 resulted in a Follow Up notification being sent to the agent as well as the 
 ticket being automaticly closed.  In the new system, the ticket is closed, 
 but no notification is sent.  I am able to go into Notifications (Events) 
 and configure a notification for closed tickets, but this is less than 
 ideal.  Does anyone know why 3.0.4 doesn't send a Follow Up notification on 
 SystemMonitoring recovery mails?  Any idea how to make this work?
 Thanks-
 fevin

-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] SystemMonitoring

2011-01-12 Thread Michiel Beijen 
Otrs would only send follow up notifications if the agent has the
queue where the ticket is in in his My Queues under preferences, and
enabled follow up notifications in his preferences as well.

Hope this helps,

Mike.


On Wednesday, January 12, 2011, fevin Kagen fevinka...@gmail.com wrote:
 Hi-
 I've just upgraded to 3.0.4 and everything looks great.  I am having one 
 problem related to my integration with Nagios.  In our old system, Nagios 
 would send a recovery email to otrs when an issue was resolved.  This 
 resulted in a Follow Up notification being sent to the agent as well as the 
 ticket being automaticly closed.  In the new system, the ticket is closed, 
 but no notification is sent.  I am able to go into Notifications (Events) 
 and configure a notification for closed tickets, but this is less than 
 ideal.  Does anyone know why 3.0.4 doesn't send a Follow Up notification on 
 SystemMonitoring recovery mails?  Any idea how to make this work?
 Thanks-
 fevin

-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] SystemMonitoring

2011-01-12 Thread fevin Kagen 
Hi-
Thanks for the reply.  I do have the ticket in one of My Queues and I have
follow ups enabled.  If I don't Acknowledge the nagios alert and nagios
sends a second email, I do get a follow up notification from OTRS.  However
when the nagios alert is changed from WARNING or CRITICAL to OK, a final
email is sent.  This email is received by OTRS and it ultimately closes the
ticket.  What used to happen, is that OTRS would forward me a copy of that
mail as a follow up before closing the ticket.  Now, it simply closes the
ticket without any form of notification.

The issue is that I then have to log into otrs or nagios to see the current
status of the ticket.  In the past I would see the ticket being opened in my
email and then later closed.

Thanks in advance for any insight you may be able to offer.
fevin

On Wed, Jan 12, 2011 at 1:30 PM, Michiel Beijen michiel.bei...@gmail.comwrote:

 Otrs would only send follow up notifications if the agent has the
 queue where the ticket is in in his My Queues under preferences, and
 enabled follow up notifications in his preferences as well.

 Hope this helps,

 Mike.


 On Wednesday, January 12, 2011, fevin Kagen fevinka...@gmail.com wrote:
  Hi-
  I've just upgraded to 3.0.4 and everything looks great.  I am having one
 problem related to my integration with Nagios.  In our old system, Nagios
 would send a recovery email to otrs when an issue was resolved.  This
 resulted in a Follow Up notification being sent to the agent as well as
 the ticket being automaticly closed.  In the new system, the ticket is
 closed, but no notification is sent.  I am able to go into Notifications
 (Events) and configure a notification for closed tickets, but this is less
 than ideal.  Does anyone know why 3.0.4 doesn't send a Follow Up
 notification on SystemMonitoring recovery mails?  Any idea how to make this
 work?
  Thanks-
  fevin
 
 -
 OTRS mailing list: otrs - Webpage: http://otrs.org/
 Archive: http://lists.otrs.org/pipermail/otrs
 To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] SystemMonitoring

2011-01-12 Thread Michiel Beijen 
What was the version you upgraded from?
What's the big drawback of using an event-based notification?
--
Mike

On Wed, Jan 12, 2011 at 8:26 PM, fevin Kagen fevinka...@gmail.com wrote:
 Hi-
 Thanks for the reply.  I do have the ticket in one of My Queues and I have
 follow ups enabled.  If I don't Acknowledge the nagios alert and nagios
 sends a second email, I do get a follow up notification from OTRS.  However
 when the nagios alert is changed from WARNING or CRITICAL to OK, a final
 email is sent.  This email is received by OTRS and it ultimately closes the
 ticket.  What used to happen, is that OTRS would forward me a copy of that
 mail as a follow up before closing the ticket.  Now, it simply closes the
 ticket without any form of notification.

 The issue is that I then have to log into otrs or nagios to see the current
 status of the ticket.  In the past I would see the ticket being opened in my
 email and then later closed.

 Thanks in advance for any insight you may be able to offer.
 fevin

 On Wed, Jan 12, 2011 at 1:30 PM, Michiel Beijen michiel.bei...@gmail.com
 wrote:

 Otrs would only send follow up notifications if the agent has the
 queue where the ticket is in in his My Queues under preferences, and
 enabled follow up notifications in his preferences as well.

 Hope this helps,

 Mike.


 On Wednesday, January 12, 2011, fevin Kagen fevinka...@gmail.com wrote:
  Hi-
  I've just upgraded to 3.0.4 and everything looks great.  I am having one
  problem related to my integration with Nagios.  In our old system, Nagios
  would send a recovery email to otrs when an issue was resolved.  This
  resulted in a Follow Up notification being sent to the agent as well as
  the ticket being automaticly closed.  In the new system, the ticket is
  closed, but no notification is sent.  I am able to go into Notifications
  (Events) and configure a notification for closed tickets, but this is less
  than ideal.  Does anyone know why 3.0.4 doesn't send a Follow Up
  notification on SystemMonitoring recovery mails?  Any idea how to make this
  work?
  Thanks-
  fevin
 
 -
 OTRS mailing list: otrs - Webpage: http://otrs.org/
 Archive: http://lists.otrs.org/pipermail/otrs
 To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

 -
 OTRS mailing list: otrs - Webpage: http://otrs.org/
 Archive: http://lists.otrs.org/pipermail/otrs
 To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] SystemMonitoring

2011-01-12 Thread fevin Kagen 
It's actually not an upgrade.  It's a fresh install.  We are actually
abandoning our old system and starting new w/ 3.0.2.

I supposed I can make it work.  It just seems like it worked so well before
and I figured I must be missing something obvious.

Thanks again for the help.

On Wed, Jan 12, 2011 at 2:49 PM, Michiel Beijen michiel.bei...@gmail.comwrote:

 What was the version you upgraded from?
 What's the big drawback of using an event-based notification?
 --
 Mike

 On Wed, Jan 12, 2011 at 8:26 PM, fevin Kagen fevinka...@gmail.com wrote:
  Hi-
  Thanks for the reply.  I do have the ticket in one of My Queues and I
 have
  follow ups enabled.  If I don't Acknowledge the nagios alert and nagios
  sends a second email, I do get a follow up notification from OTRS.
 However
  when the nagios alert is changed from WARNING or CRITICAL to OK, a final
  email is sent.  This email is received by OTRS and it ultimately closes
 the
  ticket.  What used to happen, is that OTRS would forward me a copy of
 that
  mail as a follow up before closing the ticket.  Now, it simply closes
 the
  ticket without any form of notification.
 
  The issue is that I then have to log into otrs or nagios to see the
 current
  status of the ticket.  In the past I would see the ticket being opened in
 my
  email and then later closed.
 
  Thanks in advance for any insight you may be able to offer.
  fevin
 
  On Wed, Jan 12, 2011 at 1:30 PM, Michiel Beijen 
 michiel.bei...@gmail.com
  wrote:
 
  Otrs would only send follow up notifications if the agent has the
  queue where the ticket is in in his My Queues under preferences, and
  enabled follow up notifications in his preferences as well.
 
  Hope this helps,
 
  Mike.
 
 
  On Wednesday, January 12, 2011, fevin Kagen fevinka...@gmail.com
 wrote:
   Hi-
   I've just upgraded to 3.0.4 and everything looks great.  I am having
 one
   problem related to my integration with Nagios.  In our old system,
 Nagios
   would send a recovery email to otrs when an issue was resolved.  This
   resulted in a Follow Up notification being sent to the agent as well
 as
   the ticket being automaticly closed.  In the new system, the ticket is
   closed, but no notification is sent.  I am able to go into
 Notifications
   (Events) and configure a notification for closed tickets, but this is
 less
   than ideal.  Does anyone know why 3.0.4 doesn't send a Follow Up
   notification on SystemMonitoring recovery mails?  Any idea how to make
 this
   work?
   Thanks-
   fevin
  
  -
  OTRS mailing list: otrs - Webpage: http://otrs.org/
  Archive: http://lists.otrs.org/pipermail/otrs
  To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
 
  -
  OTRS mailing list: otrs - Webpage: http://otrs.org/
  Archive: http://lists.otrs.org/pipermail/otrs
  To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
 
 -
 OTRS mailing list: otrs - Webpage: http://otrs.org/
 Archive: http://lists.otrs.org/pipermail/otrs
 To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] SystemMonitoring

2011-01-12 Thread Michiel Beijen 
Otrs would only send follow up notifications if the agent has the
queue where the ticket is in in his My Queues under preferences, and
enabled follow up notifications in his preferences as well.

Hope this helps,

Mike.


On Wednesday, January 12, 2011, fevin Kagen fevinka...@gmail.com wrote:
 Hi-
 I've just upgraded to 3.0.4 and everything looks great.  I am having one 
 problem related to my integration with Nagios.  In our old system, Nagios 
 would send a recovery email to otrs when an issue was resolved.  This 
 resulted in a Follow Up notification being sent to the agent as well as the 
 ticket being automaticly closed.  In the new system, the ticket is closed, 
 but no notification is sent.  I am able to go into Notifications (Events) 
 and configure a notification for closed tickets, but this is less than 
 ideal.  Does anyone know why 3.0.4 doesn't send a Follow Up notification on 
 SystemMonitoring recovery mails?  Any idea how to make this work?
 Thanks-
 fevin

-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] SystemMonitoring .. Having problems getting it working

2008-07-21 Thread Jason B. Loven 
Yes thank you. I have finally got it mostly working. The only problem I ended 
up having is that sometimes we don't have a way in the incoming emails to 
determine if it's a new ticket or an update so I had to hack the source a bit 
so that if the State isn't defined it will still create a ticket. Fortunately 
we're integrating with an outside ticketing system so I can always work from 
the ticket ID that is sent to me as the unique identifier.

Now I'd like to figure out how to integrate multiple outside systems this way. 
SystemMonitoring seems to only handle regexs for one system. I'm guessing I'll 
end up creating custom modules for each system based on the source code from 
SystemMonitoring but I don't know how to create my own modules yet.

-Jason

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Lars Jørgensen
Sent: Sunday, July 20, 2008 7:33 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] SystemMonitoring .. Having problems getting it working

Den 17/07/2008 kl. 17.26 skrev Jason B. Loven:

 So far it's not even identifying anything as a new ticket

Have you set up the correct sender's address in SystemMonitoring?


-- 
Lars
___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
= http://www.otrs.com/

___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
= http://www.otrs.com/

Re: [otrs] SystemMonitoring .. Having problems getting it working

2008-07-20 Thread Lars Jørgensen 

Den 17/07/2008 kl. 17.26 skrev Jason B. Loven:


So far it’s not even identifying anything as a new ticket


Have you set up the correct sender's address in SystemMonitoring?


--
Lars
___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
= http://www.otrs.com/

Re: [otrs] SystemMonitoring plugin with multiple nagios services

2008-06-27 Thread Klaus Bruno 
You're welcome.

nice weekend!
Bruno

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Lars Jørgensen
Sent: Thursday, June 26, 2008 4:11 PM
To: 'User questions and discussions about OTRS.org'
Subject: Re: [otrs] SystemMonitoring plugin with multiple nagios services

Hi Bruno.

It works! Thank you very much for your help.


--
Lars

 -Original Message-
 From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On
 Behalf Of Klaus Bruno
 Sent: Tuesday, June 24, 2008 4:20 PM
 To: User questions and discussions about OTRS.org
 Subject: Re: [otrs] SystemMonitoring plugin with multiple
 nagios services

 Hi Lars

 it does it by design.
 If you look at the config options in SystemMonitoring
 (Core::PostMaster) then you will see that the Key
 CloseTicketRegExp is (hopefuly) set to OK|UP. These messages
 are sent by Nagios if the problem is solved.

 Perhaps you dont have modified FromAddressRegExp yet to
 identifiy your Nagios server?

 regards,
 Bruno

 -Original Message-
 From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On
 Behalf Of Lars Jørgensen
 Sent: Tuesday, June 24, 2008 3:19 PM
 To: 'User questions and discussions about OTRS.org'
 Subject: Re: [otrs] SystemMonitoring plugin with multiple
 nagios services

 hi Klaus,

  I have three nagios servers which genereates tickets in
  different queues based on the From and Body of the messages
 and set X-OTRS-Queue and
  X-OTRS-CustomerNo

 Have you found a way to close tickets when Nagios sends
 recovery notifications?


 --
 Lars
 ___
 OTRS mailing list: otrs - Webpage: http://otrs.org/
 Archive: http://lists.otrs.org/pipermail/otrs
 To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
 Support or consulting for your OTRS system?
 =p://www.otrs.com/
 ___
 OTRS mailing list: otrs - Webpage: http://otrs.org/
 Archive: http://lists.otrs.org/pipermail/otrs
 To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
 Support or consulting for your OTRS system?
 =p://www.otrs.com/

___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
=http://www.otrs.com/
___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
= http://www.otrs.com/

Re: [otrs] SystemMonitoring plugin with multiple nagios services

2008-06-25 Thread Jose Manuel Ferrer Mosteiro 

You mean that the value of FromAddressRegExp is something like
[EMAIL PROTECTED]|[EMAIL PROTECTED] org.
Then create filters to send tickets to the queues.

That's right?

Klaus Bruno escribió:

Hi Lars

it does it by design.
If you look at the config options in SystemMonitoring (Core::PostMaster) then 
you will see that the Key CloseTicketRegExp is (hopefuly) set to OK|UP. These 
messages are sent by Nagios if the problem is solved.

Perhaps you dont have modified FromAddressRegExp yet to identifiy your Nagios 
server?

regards,
Bruno

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Lars Jørgensen
Sent: Tuesday, June 24, 2008 3:19 PM
To: 'User questions and discussions about OTRS.org'
Subject: Re: [otrs] SystemMonitoring plugin with multiple nagios services

hi Klaus,



I have three nagios servers which genereates tickets in
different queues based on the From and Body of the messages and set 
X-OTRS-Queue and
X-OTRS-CustomerNo



Have you found a way to close tickets when Nagios sends recovery notifications?


--
Lars
___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
=http://www.otrs.com/
___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
=http://www.otrs.com/



___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
= http://www.otrs.com/

Re: [otrs] SystemMonitoring plugin with multiple nagios services

2008-06-25 Thread Klaus Bruno 
Hi Lars

Exactly. The SystemMonitoring Postmaster Filter is (afaik) executed before any 
other postmaster filter.

If you set the FromAddressRegExp with the names of your Nagios servers, the 
package will be executed and the values are parsed.

After that you have to define some normal postMaster filters like: Match 
Header [EMAIL PROTECTED] (and other header options you like) set: 
X-OTRS-Service, X-OTRS-Queue etc.
With this, you can define on which Nagios server, which host or service is 
dropping a ticket in which queue with which priority and all oter stuff you 
need. It is in fact a very satisfying solution!

regards,
Bruno

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jose Manuel 
Ferrer Mosteiro
Sent: Wednesday, June 25, 2008 11:46 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] SystemMonitoring plugin with multiple nagios services

You mean that the value of FromAddressRegExp is something like
[EMAIL PROTECTED]|[EMAIL PROTECTED] org.
Then create filters to send tickets to the queues.

That's right?

Klaus Bruno escribió:
 Hi Lars

 it does it by design.
 If you look at the config options in SystemMonitoring (Core::PostMaster) then 
 you will see that the Key CloseTicketRegExp is (hopefuly) set to OK|UP. These 
 messages are sent by Nagios if the problem is solved.

 Perhaps you dont have modified FromAddressRegExp yet to identifiy your Nagios 
 server?

 regards,
 Bruno

 -Original Message-
 From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Lars Jørgensen
 Sent: Tuesday, June 24, 2008 3:19 PM
 To: 'User questions and discussions about OTRS.org'
 Subject: Re: [otrs] SystemMonitoring plugin with multiple nagios services

 hi Klaus,


 I have three nagios servers which genereates tickets in
 different queues based on the From and Body of the messages and set 
 X-OTRS-Queue and
 X-OTRS-CustomerNo


 Have you found a way to close tickets when Nagios sends recovery 
 notifications?


 --
 Lars
 ___
 OTRS mailing list: otrs - Webpage: http://otrs.org/
 Archive: http://lists.otrs.org/pipermail/otrs
 To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
 Support or consulting for your OTRS system?
 =tp://www.otrs.com/
 ___
 OTRS mailing list: otrs - Webpage: http://otrs.org/
 Archive: http://lists.otrs.org/pipermail/otrs
 To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
 Support or consulting for your OTRS system?
 =tp://www.otrs.com/


___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
=http://www.otrs.com/
___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
= http://www.otrs.com/

Re: [otrs] SystemMonitoring plugin with multiple nagios services

2008-06-24 Thread Lars Jørgensen 
hi Klaus,

 I have three nagios servers which genereates tickets in
 different queues based on the From and Body of the messages and set 
 X-OTRS-Queue and
 X-OTRS-CustomerNo

Have you found a way to close tickets when Nagios sends recovery notifications?


--
Lars
___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
= http://www.otrs.com/

Re: [otrs] SystemMonitoring plugin with multiple nagios services

2008-06-24 Thread Klaus Bruno 
Hi Lars

it does it by design.
If you look at the config options in SystemMonitoring (Core::PostMaster) then 
you will see that the Key CloseTicketRegExp is (hopefuly) set to OK|UP. These 
messages are sent by Nagios if the problem is solved.

Perhaps you dont have modified FromAddressRegExp yet to identifiy your Nagios 
server?

regards,
Bruno

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Lars Jørgensen
Sent: Tuesday, June 24, 2008 3:19 PM
To: 'User questions and discussions about OTRS.org'
Subject: Re: [otrs] SystemMonitoring plugin with multiple nagios services

hi Klaus,

 I have three nagios servers which genereates tickets in
 different queues based on the From and Body of the messages and set 
 X-OTRS-Queue and
 X-OTRS-CustomerNo

Have you found a way to close tickets when Nagios sends recovery notifications?


--
Lars
___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
= http://www.otrs.com/
___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
= http://www.otrs.com/

Re: [otrs] SystemMonitoring plugin with multiple nagios services

2008-06-23 Thread Klaus Bruno 
Hi Jose

You can configure additional things easy with the standard post master
filter. They works in conjunction with the system monitoring plugin.
I have three nagios servers which genereates tickets in different queues
based on the From and Body of the messages and set X-OTRS-Queue and
X-OTRS-CustomerNo

regards,
Bruno

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Jose Manuel Ferrer Mosteiro
Sent: Monday, June 23, 2008 3:33 PM
To: User questions and discussions about OTRS.org
Subject: [otrs] SystemMonitoring plugin with multiple nagios services

  Hello

  I has installed SystemMonitor plugin. I know how to run it with a 
nagios server but ... can SystemMonitor plugin receive messages from 
different nagios servers and queuing on different queues?

  Thank you
___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
= http://www.otrs.com/
___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
= http://www.otrs.com/