I am currently evaluating my options for an open source trouble ticket management system that is based on assets (the trouble ticket is opened on a particular server, network element, etc.). Also, I am hoping to find a tool that can tie in with SNMP software so I can have tickets auto-generated for certain types of SNMP traps or polling failures. Any recommendations? So far, the best two that I have been able to find are: 1. OTRS.org 2. GLIP-project.org Any insight would be appreciated. Brandon
On 12/02/2010 16:56, Brandon Grant wrote:
I am currently evaluating my options for an open source trouble ticket management system that is based on assets (the trouble ticket is opened on a particular server, network element, etc.). Also, I am hoping to find a tool that can tie in with SNMP software so I can have tickets auto-generated for certain types of SNMP traps or polling failures.
Any recommendations?
So far, the best two that I have been able to find are:
1. OTRS.org
2. GLIP-project.org
Any insight would be appreciated.
Request-Tracker (RT) with RT-IR (Incident Response) ? -- Simon.
Brandon Grant (brandon) writes:
I am currently evaluating my options for an open source trouble ticket management system that is based on assets (the trouble ticket is opened on a particular server, network element, etc.).
Hi Brandon, Maybe RT (already mentioned) could do the trick -- it's a matter of choosing how you will set up the system, i.e.: number of queues, custom fields, etc... Since it's ticket centric, it really doesn't matter how many servers or assets you have.
Also, I am hoping to find a tool that can tie in with SNMP software so I can have tickets auto-generated for certain types of SNMP traps or polling failures.
That's not really dependent on the ticket system. I've done this with Trac and RT: it's more a matter of whether the NMS platform allows triggers (arbitrary actions) to be tied to events, and also in which cases. It's trivial with Nagios to open tickets on down or unreachable events. You could even instrument the script to update the ticket (never close a ticket automatically!) every time a new event related to this equipment took place.
1. OTRS.org
2. GLIP-project.org
You mean http://www.glpi-project.org/ -- I've heard it should be quite complicated to setup, but have no first hand experience myself. Cheers, Phil
"Brandon Grant" <brandon@momentous.ca> writes:
Also, I am hoping to find a tool that can tie in with SNMP software so I can have tickets auto-generated for certain types of SNMP traps or polling failures.
Do it the other way round: Use something like Nagios, Zabbix or Icinga for monitoring and if a fault is detected let the monitoring system send a message to your ticket system. Jens -- ------------------------------------------------------------------------- | Foelderichstr. 40 | 13595 Berlin, Germany | +49-151-18721264 | | http://www.quux.de | http://blog.quux.de | jabber: jenslink@guug.de | -------------------------------------------------------------------------
A previous employer did something similar with Solarwind's ipMonitor and Kayako eSupport. Neither are open source, but at the time, the cost for each piece of software was reasonable. Jens Link wrote:
"Brandon Grant" <brandon@momentous.ca> writes:
Also, I am hoping to find a tool that can tie in with SNMP software so I can have tickets auto-generated for certain types of SNMP traps or polling failures.
Do it the other way round: Use something like Nagios, Zabbix or Icinga for monitoring and if a fault is detected let the monitoring system send a message to your ticket system.
Jens
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I'd second this. RT is a really nice ticketing system with great email capabilities. Use nagios to send an email to an address you have RT configured to receive, and you can even pipe that email address directly into a specific ticket queue within RT. -----Original Message----- From: Jens Link [mailto:lists@quux.de] Sent: Friday, February 12, 2010 12:31 PM To: nanog@nanog.org Subject: Re: Ticket/Asset Managment system "Brandon Grant" <brandon@momentous.ca> writes:
Also, I am hoping to find a tool that can tie in with SNMP software so I can have tickets auto-generated for certain types of SNMP traps or polling failures.
Do it the other way round: Use something like Nagios, Zabbix or Icinga for monitoring and if a fault is detected let the monitoring system send a message to your ticket system. Jens -- ------------------------------------------------------------------------ - | Foelderichstr. 40 | 13595 Berlin, Germany | +49-151-18721264 | | http://www.quux.de | http://blog.quux.de | jabber: jenslink@guug.de | ------------------------------------------------------------------------ -
participants (6)
-
Brandon Grant -
Jeffrey Negro -
Jens Link -
Phil Regnauld -
Ray Sanders -
Simon Morvan