On choices of incident states

[fakeroot]

Hi'

A query into the database indicates three types of incident states

Code: Select all

mysql> select * from general_catalog where general_catalog_class="ITSM::Core::IncidentState";
+----+---------------------------+-------------+----------+----------+---------------------+-----------+---------------------+-----------+
| id | general_catalog_class     | name        | valid_id | comments | create_time         | create_by | change_time         | change_by |
+----+---------------------------+-------------+----------+----------+---------------------+-----------+---------------------+-----------+
| 13 | ITSM::Core::IncidentState | Incident    |        1 | NULL     | 2013-07-08 08:05:28 |         1 | 2013-07-08 08:05:28 |         1 |
| 11 | ITSM::Core::IncidentState | Operational |        1 | NULL     | 2013-07-08 08:05:28 |         1 | 2013-07-08 08:05:28 |         1 |
| 12 | ITSM::Core::IncidentState | Warning     |        1 | NULL     | 2013-07-08 08:05:28 |         1 | 2013-07-08 08:05:28 |         1 |
+----+---------------------------+-------------+----------+----------+---------------------+-----------+---------------------+-----------+
3 rows in set (0.00 sec)

However, when adding or editing entries in the CMDB (for the Computer class), I only get the possibility of choosing between Operational and Incident. Is there a reason for Warning not being possible to choose. I am using OTRS-3.2.8 and ITSM-3.2.6.

Best regards.

Thomas.

[fakeroot]

Hi'

As a followup on the original post I take note, that the SystemMonitoring package does only operate with the states OK|UP versus CRITICAL|DOWN. In nagios, states can for services be WARNING as well, which can be seen as an intermediate state between OK and CRITICAL. It does not seem, that the WARNING state of nagios services is intended to be reflected in the SystemMonitoring package, despite the existence of a ITSM::Core::IncidentState called Warning. May I again ask as to the use of this incident state, both in general and in connection with interfacing to nagios.

Best regards.

Thomas.

[crythias]

Edit Config Settings in SystemMonitoring -> Core::PostMaster

Look at the documentation (PDF) for SystemMonitoring in the package.

the use of this incident state, both in general and in connection with interfacing to nagios.

I don't think the *ITSM* Incident state has particular relevance to the SystemMonitor state, because SystemMonitor can be installed without ITSM.