Some time ago I decided to link my favorite tools together. Zabbix for monitoring, which I'm now using more then 10 years, and Rundeck for job execution. But with those two powerful tools I want to integrate also some service management software. I tested a lot of ticketing systems, but the winner was OTRS. It's powerful and I like the REST interface.
So my idea for process flow was:
- Zabbix server PROBLEM trigger is activated, action is configured to send email to local postfix server
- Local postfix server script handles incoming email and using Rundeck API executes job with options passed from email notification
- Rundeck job creates new ticket in OTRS and acknowledge trigger event in Zabbix with OTRS ticket ID and Rundeck execution ID note
- Then the same job executes defined tasks to fix issue on server and updates OTRS ticket with script output
- If problem is fixed, Zabbix server OK trigger is activated, proceed same way like PROBLEM trigger, but executes "OK" Rundeck job
- "OK" Rundeck job then update or close OTRS ticket based on previous PROBLEM execution state
Here you can see example OTRS ticket log:
If you want you can try it yourself, just follow the README instructions in my GitLab project zabbix-rundeck-otrs. Good luck.
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