This is also why it would be helpful if it were possible to forward events in Zenoss (there's a ticket open to just that). Then once it was determined that a ticket needed to be opened it could just be forwarded to the ticketing system.
-----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of sleske Sent: Sunday, November 25, 2007 8:40 AM To: [email protected] Subject: [zenoss-users] Re: Can Zenoss integrate with an Open Source ticket system? david.carmean at netap... wrote: > I would (and do) worry about alert storms creating huge blobs of > tickets. > I agree, and I'd even say that it is unwise to go directly from Zenoss to a ticket system. Not every alert will be a genuine problem, and you need someone to filter this, someone who knows Zenoss. What I would propose (and what we plan to do in our Zenoss deployment), is to use Zenoss as a simple ticket system, and manually pass on important issues. Our workflow is planned to be as follows: A number of people (admins) are responsible for handling Zenoss events The first one to take care of a new event marks it as "acknowledged". That makes Zenoss store his/her name, and means "I'm handling this" The person handling the event then resolves it, if it is trivial/false alarm, or creates a ticket in the "real" ticketing system, adding information that was found during preliminary investigation I feel this makes more sense than directly creating tickets. False alarms aside (which can always occur), by handling the events within Zenoss at first, it is much easier to see correlations (e.g. disk full and db was shut down - maybe one caused the other)? By creating separate tickets which may be handeled by different persons, you lose this information. Plus, pragmatically speaking, some of the Zenoss alerts are very technical, and it helps to have someone translate them first. -------------------- m2f -------------------- Read this topic online here: http://community.zenoss.com/forums/viewtopic.php?p=13637#13637 -------------------- m2f -------------------- _______________________________________________ zenoss-users mailing list [email protected] http://lists.zenoss.org/mailman/listinfo/zenoss-users _______________________________________________ zenoss-users mailing list [email protected] http://lists.zenoss.org/mailman/listinfo/zenoss-users
