how otrs::itsm support event management?

[jgallego]

Hi,

Actually i am doing a investigation about Operation ITIL processes and i want to know how otrs::itsm support event management? Is there a module in otrs or maybe is neccesary to integrate another app like Nagios.

Thanks for the help.

[Wolfgangf]

By event management your are talking about incident management as part of the services desk process in ITIL V2 correct?
and yes, there is an integration possiblity from Nagios to Otrs
You need to install the module "SystemMonitoring"
and then google for "Nagios otrs integration"; there are mainly two PDF documents out there which describe the way

[jgallego]

Thanks Wolfgangf for your answer.

Actually i am doing my work based on ITIL v3 processes. I don't know how were the processes defined in version 2. Based in v3, in the cicle operation, you have a event management process that are related in how to monitor the services after they are in production with the purpose to avoid problems and anticipating them. Incident management is another process in version 3.

I am going to look for that documentation.

Thanks for your help.

[Wolfgangf]

OK - anyway this should be handleable by the Nagios <-> OTRS integration (Monitoring -> Ticket)