[otrs] SystemMonitoring

2015-12-02 Thread Rob Shears 
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
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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*
>
> -
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>
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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

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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 
> 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

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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] 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
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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. 
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] 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] 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

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[otrs] OTRS community modules for OTRS 5

2015-12-02 Thread Anna Brakoniecka 
Hi, 

 
we've released following OTRS community modules for OTRS 5: 

 
ITSM-CIAttributeCollection 5.0.0 
 
 CustomerCompanyImportExport 5.0.0 
 CustomerUserImportExport 5.0.0 
 FAQImportExport 5.0.0 
 ServiceImportExport 5.0.0 
 UserImportExport 5.0.0 
 
 TemplateX 5.0.0

 
 You can download them for free at: www.cape-it.de/download-modules or at OPAR. 

Thanks in advance for your feedback! 

 
Kind regards, 

Anna Brakoniecka

 
 
** Für die kleinen OTRS-Fragen zwischendurch ** 

** Flexible Unterstützung auf Abruf ** 

** http://www.cape-it.de/bestellung **


​

Anna Brakoniecka
c.a.p.e. IT GmbH - ...cape it easy

Schönherrstr. 8, D-09113 Chemnitz
 

http://www.cape-it.de/
Tel: +49 371 27095 620
Fax: +49 371 27095 625
AG Chemnitz - HRB 23192
Geschäftsführer Rico Barth, Thomas Maier

 
 
 
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Re: [otrs] Automatic customer configuration

2015-12-02 Thread Rob Shears 
You don't actually need a 'customer user', unless that customer wants to log on 
to the OTRS system itself.  For the purposes of raising a ticket and delivering 
support, the customer really doesn't need to logon and can do it all via email. 
 In this situation, you don't need a customer user stored in the database at 
all.  This means there is no need to create Customer Users at all, let the 
system handle that.

For auto-grabbing the "domain name" as the CustomerID, look into a postmaster 
filter that grabs the domain portion of the FROM email address and assign that 
to X-OTRS-CUSTOMERID email header.  Oh, and I think you have to make sure to 
turn on CustomerCompany in the config file to get this functionality to work 
properly.

Cheers

Rob.

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Edson 
Richter
Sent: 01 December 2015 18:39
To: otrs@otrs.org
Subject: [otrs] Automatic customer configuration

Hi!

We are working in the migration from FreshDesk to OTRS.
One feature in FreshDesk is that Customers are tied to a "domain name" 
(example: @mycustomercompany.com), and then all tickets created from users in 
that domain become users for that customer.

Is that possible in OTRS? How to implement this feature?
I would like to avoid the maintenance required for customer's users.


Thanks for any help,

--
Atenciosamente,

Edson Carlos Ericksson Richter

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