Hi, I am rather new to OTRS, and I'm faced with a challenge I could, so far, not find any existing solution for (maybe I'm just looking in the wrong place).
I want to integrate OTRS in an existing system and network monitoring environment. Most, if not all, of the tickets will be generated automatically by our monitoring applications (OpenNMS, Hyperic HQ, Syslog NG with SEC), and creating, updating and closing them via SOAP::Lite works just fine. So getting the tickets *into* OTRS in principle will not be the problem. Getting notifications for tickets out of OTRS is the culprit. We are working for a number of customers, and while for some it's fine to handle notification via E-Mail internally by our staff, there are some that have different requirements. The most important case is one customer who needs to get copies of the tickets (or at least some of the tickets' contents) via SNMP inform using a custom notification MIB. Implementing the SNMP inform is not the issue, the interface is already working since last year, but without the interaction of OTRS. OTRS should, however, be in the chain, because it is problematic that we don't have the OTRS ticket ID in the customers' data so we can't associate our tickets with the information the customer can give us when they refer to them. What I need now is a way to generate very specialised notifications about new or updated tickets from OTRS, e.g. using the SNMP inform mechanism that I implemented as an interface to that customer's ticketing system. I currently see two obvious ways this can be implemented: As a custom notification type in OTRS (the most general case would probably be an interface to call external scripts, but if there's a more elegant solution it would be appreciated as well), or using E-Mail notifications to a functional mail account that will process the mail automatically and create the SNMP informs from their contents. For reliability's sake I would prefer a solution as simple and as closely integrated into OTRS as possible, e.g. using a custom notification type, but without having a closer look at OTRS' internals I cannot tell how much effort that would be. Of course it would be even better to have some kind of notification hook that can be used to insert that kind of integration. Any hints to documentation, sample code or maybe better ideas on how to do it (as I said, I'm fairly new to OTRS) are highly appreciated. Thanks in advance, Peter. --------------------------------------------------------------------- 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
