Xymon Integration with Remedy Ticketing system 🔗 link

Dear All,

Has anybody integrated Remedy (Ticketing System) with Xymon.?
Is it possible ?

Any suggestions/inputs are much appreciated.

Regards,
Minaz

Click here to read the Neotel electronic communications disclaimer.

I looked into it, but the Remedy API is so abstract that you have to be a
Remedy expert to use it. They don't have functions with names like
"createTicket" all of their functions names are expressed in terms of the
Remedy data schema. It would take a good deal of study to be able to link
Xymon with Remedy.

Thanks,
Larry Barber

On Fri, Aug 27, 2010 at 4:35 AM, Minaz Khalife

<user-429c2358b880@xymon.invalid>wrote:

       Click here<http://www.neotel.co.za/wps/portal/neotel_electronic_communications_disclaimer>to read the Neotel electronic communications disclaimer.

On Aug 27, 2010, at 9:20 AM, Larry Barber wrote:

We used Perl scripts to submit new tickets all the time at my last job. Seems like it would be pretty easy to integrate that into either a custom monitoring script or an alert script (for test that are already defined).

(Also, I would kill myself if every Xymon alert generated a ticket that I had to "resolve".)

-- 
Rob McBroom
<http://www.skurfer.com/>;

It's not that I think guns, drugs, prostitution, swimming, eating and reading should be legal. It's just that no one on Earth has the authority to make them illegal.

We entertained the thought of this years ago and even tested it out for a month or two. We found that it is better to have the alerts emailed to our entire IT group and then have the person "on call" that week determine whether or not it should be forwarded along to the helpdesk as an actual ticket. There are just too many situations that could cause a flood of unnecessary helpdesk tickets.


• Harold Ballinger
IT Manager
Heritage Healthcare, Inc. 
 (XXX) XXX-XXXX  | helpdesk
 (XXX) XXX-XXXX  | office
 (XXX) XXX-XXXX  | fax

Visit our website: www.heritage-healthcare.com 

-----Original Message-----
From: Rob McBroom [mailto:user-371ba9bb5b75@xymon.invalid] 
Sent: Friday, August 27, 2010 9:39 AM
To: xymon at xymon.com
Subject: Re: [xymon] Xymon Integration with Remedy Ticketing system

On Aug 27, 2010, at 9:20 AM, Larry Barber wrote:

We used Perl scripts to submit new tickets all the time at my last job. Seems like it would be pretty easy to integrate that into either a custom monitoring script or an alert script (for test that are already defined).

(Also, I would kill myself if every Xymon alert generated a ticket that I had to "resolve".)

-- 
Rob McBroom
<http://www.skurfer.com/>;

It's not that I think guns, drugs, prostitution, swimming, eating and reading should be legal. It's just that no one on Earth has the authority to make them illegal.

Take a look at bb-remedy.pl on deadcat.  It uses a binary from remedy (I don't know if that binary is still available, it required a support contract to get it years ago).

I integrated it with trouble ticket also on deadcat and it worked well.

(worked with Big brother, will work in a similar way with Xymon)

Craig

On Fri, Aug 27, 2010 at 8:20 AM, Larry Barber <user-6ef9c2864140@xymon.invalid> wrote:

The BMC implementation at my work place has a SOAP server to accept
create/modify/query/cancel.. functions via SOAP client.

I tested the ticket creation via a SOAP client by perl.  The different part
is write a controller that can talk with both BMC and Hobbit alert
server/daemon.

Algorithm need to be implemented
1. query BMC SOAP server if same alert is already opened before open another
BMC ticket.
2. check how many tickets opened in past few seconds to avoid ping or purple
storm.
3. after open a BMC ticket, put a machine into maintenance mode with BMC
ticket number.
4. Pull a machine out of maintenance mode after a BMC ticket is resolved.
5. send the alert to correct helpdesk teams.

tj

Thanks,
Larry Barber


On Fri, Aug 27, 2010 at 4:35 AM, Minaz Khalife <user-429c2358b880@xymon.invalid

-- 

T.J. Yang

Should be

"The difficult part is to write a controller that can talk with both BMC
 SOAP server and hobbitd_alertd daemon. "

-- 
T.J. Yang

It works quite well with a external  page alert script using the Mechanize
perl module to submit a ticket via the web frontend

with that you can limit for what a ticket should be raised in the
hobbit-alerts.cfg

HOST=foo SERVICE=conn,disk,meta,prtdiag

    SCRIPT /xymon/server/ext/page_alert/ticket.pl admins REPEAT=365d
COLOR=yellow,red FORMAT=PLAIN


my $agent = WWW::Mechanize->new();

$agent->get("http://bmc remedy ticket web form");
$agent -> field("Customer", "XYMONAPI");
$agent -> field("Subject", "BMSEIT XYMON: $BBCOLORLEVEL " . " $BBSVCNAME " .
" $BBHOSTNAME " );
$agent -> field("InitialDescription", "$htmldata");
$agent -> field("host", "$BBHOSTNAME\n");
$agent -> field("ip", "$MACHIP\n");
$agent -> field("service", "$BBSVCNAME\n");
# submit the ticket
$agent -> click('SUBMIT1');
my $ticket;
# get the result of the submit
my $result = $agent ->content;
# check if ticket was submitted
if ($result =~ m{Ticket Submission Successful}) {
        # get ticket number
        if ($result =~ m{Your ticket number for this request is
<B>(INC\d+).</B>}) {
                $ticket =  $1;
              }
      }
else {
 print " ERROR: $result\n";
 }

#log ticket in page.log
print " created:$ticket \n";

# acknowledge alert for 365 days with ticket information
`$BB $BBPAGE "hobbitdack ${ACKCODE} 525600 ${ticket}"`;

regards
kai

From: Minaz Khalife [mailto:user-429c2358b880@xymon.invalid]
Sent: Friday, August 27, 2010 11:36 AM
To: xymon at xymon.com
Subject: [xymon] Xymon Integration with Remedy Ticketing system


Dear All,

Has anybody integrated Remedy (Ticketing System) with Xymon.?
Is it possible ?

Any suggestions/inputs are much appreciated.

Regards,
Minaz


Click here to read the Neotel electronic communications disclaimer.

Citerar Rob McBroom <user-371ba9bb5b75@xymon.invalid>:

(Also, I would kill myself if every Xymon alert generated a ticket that I had to "resolve".)

Why? If it's a false alarm, you want to fix Xymon. If not, you want to fix the reason for the alert. Either way, you have to act on it, whether you get a ticket or not.

Ulric