Zabbix + OTRS Closed ticket

[clesio]

Hi guys,

I have a great doubt (problem), working with Zabbix monitoring my network and I open the OTRS ticket via e-mail alert Zabbix ...
However I can not interact and close the Ticket with the response of Zabbix, as opposed to closing it opens another ticket.

Can someone help with this demand?

[crythias]

I open the OTRS ticket via e-mail alert Zabbix

Zabbix sends an email alert and opens the ticket in otrs?

I can not interact and close the Ticket with the response of Zabbix

You cannot close the otrs ticket so Zabbix closes as well?

as opposed to closing it opens another ticket.

What is the new ticket like?
Is it an NDR? (Can't send to the Zabbix server/emailaddress)
Is it a Zabbix, "Hey, thanks for adding more info to the alert"?
Is it a Zabbix, "I don't know what to do with this email"?
or is it Zabbix, "That alert I told you about? I want to tell you about it again."

My guess is that you're getting a Zabbix reply "Thank you for closing/This ticket is closed" which opens a ticket because it's a notification, not a true reply.

Having not used Zabbix, I'm guessing the main thing that you'll need to be able to do is somehow get Zabbix to put a ticketnumber in the response or work out some sort of API interface.

[clesio]

Hi Crythias,


Come on ...
step-by-step
1) Zabbix found a problem and sends an email to otrs@myserver.com suject with id: 2002000001: Trigger.Tokyo body and have the text "Trigger Status: Down"

2) get the OTRS email ticket open with title and ID: 2002000001: Trigger.Tokyo and copy all email body

3) OTRS send e-mail for zabbix stating "your ticket is 201237584352 thank you"

4) Zabbix, verifies that the system is back to normal and sends another email
ID: 2002000001: Trigger.Tokyo body and have the text "Trigger Status: UP"

I did two POSTMASTER FILTERS:

open ticket: check email otrs@myserver.com
                       Body check: Trigger status: Down

                        set type
                       September SLA
                  

Close ticket check email otrs@myserver.com
                     Body check: Trigger status: UP

                      set x-OTRS-Followup-State closed successful


all emails that are sent to the Zabbix otrs@myserver.com are categorized as new even with the same title

Thanks for help

My OTRS is 3.1.4

[crythias]

Summary: Zabbix sends all the email to OTRS and ignores anything OTRS sends to Zabbix.
Question: "How do I get OTRS to recognize Zabbix Ticket Numbers and not create new OTRS tickets every time Zabbix sends info on the same ticket?"

...
Well, it's going to take some work...

There's something in my head about PostMaster Filter matching (id:/d{12}) and setting ticketfreekey1: Zabbix and ticketFreeText1: [***]
then another postmaster filter (external code) that says find a ticket's ticket_id where ticketfreetext1 = ZabbixID or else create new ticket.

Something like that.

There's another idea where you take on Zabbix's numbering scheme, but OTRS won't generally accept someone else's ticket numbers to create new tickets. If you figure out how to change the numbering scheme after the ticket is created (update ticket set tn=zabbix ticket number where ...) then it might work, but you'll need to change the ticket number management.

Or find a way to get Zabbix to know the OTRS ticket number and followup search in, for instance, body by having a new ticket generic agent update Zabbix's database when otrs creates a ticket.

[clesio]

Crythias summed up perfectly!!

There's something in my head about PostMaster Filter matching (id:/d{12}) and setting ticketfreekey1: Zabbix and ticketFreeText1: [***]
then another postmaster filter (external code) that says find a ticket's ticket_id where ticketfreetext1 = ZabbixID or else create new ticket.

How do I Set a value in Postmaster ....
e.g.. get the ID and put in Zabbix FREETEXT Field with Postmaster?

I can only put Zabbix ID in the email suject. Get and Set in the Suject FREETEXT Field ...

more the question is how do it?

[crythias]

How do I Set a value in Postmaster ....
e.g.. get the ID and put in Zabbix FREETEXT Field with Postmaster?

PostMasterFilter.png

Of course, this doesn't answer your primary question. You still have to write some code to check for matching TicketFreeText in tickets..., It's not impossible, but, like I said, it's going to take some work.