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NETWAYS Nagios KonferenzNürnberg, 12.09.2008
OTRS - Nagios Integration
Jens BotheSenior Consultant, OTRS AG
OTRS AG 2008 2
History of OTRS & ((otrs))
2007 OTRS GmbH OTRS AG & stable Releases: OTRS::ITSM 1.0 - OTRS 2.2.o > 49,000 productive installations
1999 Source of OTRS, a project @ SuSE Linux AGo Project: creation of a Ticket System (STTS) to support the distributors specific processes
2001 Open-Source Project OTRS.org (www.otrs.org) was foundedo Vision: Development of a generic helpdesk software for cross-industry use
2003 Formation of OTRS GmbH (www.otrs.com) & stable Release OTRS 1.0o > 12,000 productive installations
2006 Formation of OTRS Inc. (Silicon Valley, USA) & stable Release OTRS 2.1o > 35,000 productive installations
2002 1st stable Release, OTRS 0.5o Productive operation of OTRS right from the start
2005 Stable Release OTRS 2.0o > 26,000 productive installations – NASA is running OTRS!
2008 Partner Program & stable Releases: OTRS::ITSM 1.1 - OTRS 2.3o > 60,000 productive installations
OTRS AG 2008 3
Intention & History of the SystemMonitoring module
Ticketsystems and monitoring solutions mostly work as a standalone solution Idea: bringing together the best of both „worlds“
SystemMonitoring module - release 1 released october 2007
generic module to generate and close tickets using notification e-mails Nagios HP Open View all other monitoring solutions that send e-mails
SystemMonitoring module - release 2 released September 11, 2008 provides specific content for Nagios:
Acknowledge on ticket lock Nagios Checker for OTRS
Forecast: OpenNMS integration via SOAP interface
independent module: SystemMonitoring-OpenNMS transmission of performance data to Nagios (SystemMonitoring 2.0.2)
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agenda
System requirements Linux OS
Running installation of Nagios Running installation of OTRS 2.3.2 local MTA to deliver mails between OTRS and Nagios (i.e.
procmail) actual release of SystemMonitoring module: ftp://ftp.otrs.org/pub/otrs/packages/
SystemMonitoring-2.0.2.opm Nagios configuration to send notifications to OTRS OTRS configuration to process Nagios notifications
OTRS configuration: acknowledge on ticket lock OTRS Nagios check script
Configuration of check script using checker in Nagios
Creation of graphs via rrdtool Round Table - questions & suggestions
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SystemMonitoring module 1.1.1 - status quo
Mail matches 'FromAddress'? | +-> NO -> Continue with regular mail processing | +-> YES -> Does a ticket with matching Host/Service combination already exist in OTRS? | +-> NO -> Does 'State:' match 'NewTicketRegExp'? | | | +-> NO -> Stop processing this mail | | (silent drop) | | | +-> YES -> Create new ticket, record Host | and Service, attach mail | +-> YES -> Attach mail to ticket -> Does 'State:' match 'CloseTicketRegExp'? | +-> NO -> Continue with regular mail processing | +-> YES -> Change ticket type as configured in 'CloseActionState'
Start
FreefieldsHost & Service
populated
TicketLockUpdate
Service=Host
Stop
Host Acknowledge Service Acknowledge
Ticket Lock
ActiveNo
No
No
Yes
Yes
Yes
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Nagios Acknowledgeflowchart
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Nagios configurationetc/objects/contacts.cfg
define contact{ contact_name otrs use generic-contact alias OTRS System email otrs@localhost }
define contactgroup{ contactgroup_name admins alias Nagios Administrators members nagiosadmin, otrs }
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OTRS ConfigurationProcessing of Nagios notifications
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OTRS configurationSending acknowledges to Nagios
Start
Search for number of tickets
N < min_warn
Warning
N > max_warn
Warning
N > max_error
N < max_error Critical
Critical
End
YesNo
Yes
Yes Yes
No
No
No
Nagios Checker
No. of affected items
No
Yes
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Nagios checkscriptflowchart
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OTRS configurationKernel/Config/NagiosCheck.pm
# --# Example Configfile for otrs.NagiosCheck - OTRS Nagios checker# Copyright (C) 2001-2008 OTRS AG, http://otrs.org/# --# For possible search options see:# http://dev.otrs.org/cvs/Kernel/System/Ticket.html -> TicketSearch()# Examples see below
%Config = ( Search => { TicketCreateTimeNewerMinutes => 5, }, min_warn_treshhold => 5, max_warn_treshhold => 20, min_crit_treshhold => 2, max_crit_treshhold => 25,
# Information used by Nagios# Name of check shown in Nagios Status Information checkname => 'OTRS Checker',# Text shown in Status Information if everything is ok OK_TXT => 'enjoy tickets:',# Text shown in Status Information if warning threshhold reached WARN_TXT => 'number of tickets:',# Text shown in Status Information if critical threshhold reached CRIT_TXT => 'critical number of tickets:',);
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Nagios configurationetc/objects/commands.cfg
define command{ command_name check_otrs command_line /opt/otrs/bin/otrs.NagiosCheck.pl -c $ARG1$ -N }
etc/objects/localhost.cfg
define service{ use local-service host_name localhost service_description OTRS Number of tickets check_command check_otrs!/opt/otrs/Kernel/Config/NagiosCheck.pm
}
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OTRS services in Nagios
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Backlink OTRS -> NagiosUsing a predefined link for the "Free Field" in OTRS
http://10.211.55.6/nagios/cgi-bin/status.cgi?host=$LQData{"TicketFreeText1"}
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OTRS Nagios checkscript & rrdtools
rrdtool create /opt/otrs/var/otrs.rrd DS:opentickets:GAUGE:600:U:U RRA:AVERAGE:0.5:1:2400
bin/otrs.rrd.shTMPTICKETS=`/opt/otrs/bin/otrs.NagiosCheck.pl -c /opt/otrs/Kernel/Config/NagiosCheck.pm`rrdtool update otrs.rrd $TODAY:$TMPTICKETS
rrdtool graph /opt/otrs/var/httpd/htdocs/images/opentickets_daily.png --start -86400 --title "OTRS Performance Data" --vertical-label "offene Tickets" -w 600 -h 200 DEF:opentickets=otrs.rrd:opentickets:AVERAGE AREA:opentickets#00ff00:"offene Tickets"rrdtool graph /opt/otrs/var/httpd/htdocs/images/opentickets_weekly.png --start -604800 --title "OTRS Performance Data" --vertical-label "offene Tickets" -w 600 -h 200 DEF:opentickets=otrs.rrd:opentickets:AVERAGE AREA:opentickets#00ff00:"offene Tickets"
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OTRS Nagios checkscript & rrdtools
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OTRS Nagios checkscript & rrdtools
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Contact
(( Jens O. BotheSenior Consultant
OTRS AG Norsk-Data-Straße 1 61352 Bad Homburg v.d.H.Germany
Fon.: +49 (0)6172 681988 0www.otrs.com
