[Xymon] Brainstorming - open xymon tickets on *acknowledgement*? (and Xymon talking to Jira and ticket systems) (and a bit of Nagios)

[Larry Barber]

Does Jira give you an email that acknowledges that it received your email?

I'm using a similar setup, except with Remedy instead of Jira. I include a
"Xymon ID" number with the email I send to Remedy, I am then able to parse
the returned email to match up the Xymon ID's with the Remedy ticket
number. I created a custom page that shows all the hosts/test combos that
are currently alerting and display a link to the Remedy ticket. Works OK.
Remedy email processing can be a little flakey.

If anybody is interested in the code (Python and PHP using a MySQL
database) I would be glad to share it.

Thanks,
Larry Barber

On Fri, Oct 19, 2012 at 1:42 PM, Betsy Schwartz <betsy.schwartz at gmail.com>wrote:

> We're using Jira for ticketing, and Xymon for monitoring.  Jira allows
> opening tickets via email, so we have a one-way communication.
>
> I've been asked (by someone coming from the world of Nagios) to
> investigate  opening tickets on *ACKNOWLEDGE*.
>
> His reasoning is that if a ticket is opened on ACK, it is clear that
> every  acked alert has a ticket and it is clear what ticket goes with
> the ack, and all  tickets will have owners.
>
> If we open a ticket via email it might or might not have an owner
> right away, and there's no way to match the ticket with the dot on the
> screen.
> Also if we open tickets via email, we get multiple tickets when a
> service *flaps*, such as a disk that is cyclically going above the
> limits.
>
> Has anyone else worked with these issues?
> Thoughts I have so far:
>
> 1) process. Make sure that everyone who takes a ticket also acks the
> alert manually with the ticket number.  This is clunky.
>
> 2) hook into the email ack (not currently enabled). When procmail
> parses the ack, trigger the ticket open email.  Difficulty: alerts.cfg
> has logic to control which group gets which tickets; with procmail I
> am starting from scratch.
>
> 3) switch to Nagios (Not a short term project but it's on the table)
>
> 4) use a custom alert script that both sends the ticket email and
> sends an email ack. (difficulty: multiple tickets for a flapping
> service  would do ... what?)
>     (I think this is the most promising idea so far...)
>
>
> Interested in any ideas, thoughts, and ramblings on the subject(s)
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