CI links and incident state

[quantumschema]

Hey all!

I'm having a bit of an issue trying to understand CI links in the CMDB and incident state inheritance. I've attached a picture of what's happening and what I'd like to get to. Basically I have the following: A hypervisor with guests on it. The guests are linked as "dependent on" the hypervisor. One of the guests is a SQL server, it has a database that is a CI that is linked as "dependent on" the SQL server. Another guest is an application server that is linked as "dependent on" the hypervisor. It has an application that is a CI and is linked as "dependent on" the application server. Then I have a service that is provided the database and application and is linked as "depends on" to those two items. Then, lets say I have a totally irrelevant guest that does other things and its linked to the hypervisor as "dependent on". If I set the SQL server's incident state to "Incident", the entire setup goes to warning or amber. What I would expect to see is just everything above the SQL server go amber instead of everything below going amber as well.

Here's the picture to help clarify it a bit... What am I missing or what could I change to make what I'd like be true? Thanks in advance!!!!

[wurzel]

Hi,

I think, this is not implemented. You'll need to develop. But i am not sure.

Florian

[seberget2]

Here's the picture to help clarify it a bit... What am I missing or what could I change to make what I'd like be true? Thanks in advance!!!!

KIX4OTRS does this AFAIK, and a few others on OPAR as well I believe. But it's not included as part of the base package.

[quantumschema]

Here's the picture to help clarify it a bit... What am I missing or what could I change to make what I'd like be true? Thanks in advance!!!!

KIX4OTRS does this AFAIK, and a few others on OPAR as well I believe. But it's not included as part of the base package.

Thanks Seberget! I've read a little bit about KIX4OTRS but never gave it my full attention. I was looking at their other add-on, "ITSM-CIAttributeCollection" but couldn't really see if it benefits me at all... I couldn't make much sense out of it. I'll give KIX4OTRS another look!

[quantumschema]

I'm digging into KIX4OTRS and I'm not quite sure I'm seeing what it is I'm looking for. Any tips or pointers?

[quantumschema]

I was able to straighten it out a bit with the ITSM-CIAttributeCollection add-on. Its a bit hokey because you have to have a field for each possible linked class (e.g. an application will have to have a "linked database" field and a "linked server" field to handle the possibility of either). I'm not sure if there is a trick to have the linked class (ReferencedCIClassName) reference multiple classes or if creating separate fields is the only answer.

[quantumschema]

So I've gotten a bit further with ITSM-CIAttributeCollection but I'm still not seeing the right behavior and I can't seem to find any documentation in OTRS or elsewhere about link direction. I've tried

Code: Select all

ReferencedCIClassLinkDirection => 'Normal',

and

Code: Select all

ReferencedCIClassLinkDirection => 'Reverse',

And they both turn a "sub-item" amber as opposed to letting remain green while the items above the item in an incident state turn amber.

Anyone have any clues or tips on Link Direction?

Thanks in advance!

[seberget2]

Sorry, I've been to busy setting up my own Service Desk lately to check all messages here, sorry about that!

I'm digging into KIX4OTRS and I'm not quite sure I'm seeing what it is I'm looking for. Any tips or pointers?

In the KIX4OTRS manual in section 13.5 Configurable Propagation of Warning and Error CI-states is the config option you are looking for (KIX4OTRS 6.0)

I hope this gets you a bit further.

[seberget2]

So I've gotten a bit further with ITSM-CIAttributeCollection but I'm still not seeing the right behavior and I can't seem to find any documentation in OTRS or elsewhere about link direction. I've tried

Code: Select all

ReferencedCIClassLinkDirection => 'Normal',

and

Code: Select all

ReferencedCIClassLinkDirection => 'Reverse',

And they both turn a "sub-item" amber as opposed to letting remain green while the items above the item in an incident state turn amber.

Anyone have any clues or tips on Link Direction?

Thanks in advance!

This functionality is for setting up attribute collection links. I've used this when I set up a Operating System in my CMDB. With the correct direction for that particular link. This way I don't need to set the link after I've created a Laptop by example, see

CMDB-1.png

for an example. Here I've used links for Owner and Operating System. If you look at

CMDB-2.png

you will see that the Operating System are also created as a link.

Basically this is a feature that makes life a lot easier for you when setting up your CMDB.

[quantumschema]

Sorry, I've been to busy setting up my own Service Desk lately to check all messages here, sorry about that!

I'm digging into KIX4OTRS and I'm not quite sure I'm seeing what it is I'm looking for. Any tips or pointers?

In the KIX4OTRS manual in section 13.5 Configurable Propagation of Warning and Error CI-states is the config option you are looking for (KIX4OTRS 6.0)

I hope this gets you a bit further.

Aha! Thanks Seberget!!! That put me where I wanted to be! Now I've got incident state and warnings flowing the right way!

There is one part that I think KIX4OTRS changes.... If I recall correctly, a clean instance of OTRS allows the incident state to flow up to the service. It seems with KIX4OTRS, the incident state flows up the CIs but stops at the service so the service doesn't reflect a warning. Am I seeing that correctly? Any thought on what needs to be tweaked to get KIX4OTRS's incident state manager to trigger a change on a linked service?

[erbellico]

Well... looks quite unbelievable to me that OTRS implemented it this way. If I get it right, the Incident State propagates through *both* Normal and Reverse direction of the "DependsOn" link... What is the meaning of that ? Do we really need to look for an add-on to get this implemented the right way ? (namely any CI that "DependsOn" another CI in state "Incident" shall go red or amber, but *not* the other way around !) Do I get sth wrong here?