SystemMonitoring

Compatibility OTOBO ≥ 11.0.x, Znuny ≥ 7.0.x

Overview

The SystemMonitoring plugin seamlessly integrates network monitoring tools like Nagios and Icinga2 into OTOBO. It processes incoming monitoring emails, creates or updates tickets based on the host/service combination, and allows incidents to be acknowledged directly from the ticket system.

Installation

1. Via the Package Manager

• In the admin area, navigate to System Administration → Package Management.
• Search for SystemMonitoring and click Install.

2. Manual Installation

• Unpack the archive into Kernel/Config/Files/.
• Activate the changes under System Administration → Update → Reload File System.

System Requirements

• Framework: OTOBO 11.0.x
• Perl Modules: no additional modules required beyond standard installations
• Monitoring Tool: Nagios, Icinga2, or a similar system that sends emails

Configuration (SysConfig)

Core::SystemMonitoring

• Nagios::Acknowledge::FreeField::Host / Service Field names for host and service (DynamicField).
• Icinga2::Acknowledge::HTTP::URL / User / Password Credentials and API endpoint for Icinga2 acknowledge.
• PostMaster::PreFilterModule###SystemMonitoring Positions the mail filter before or after the PostMasterFilter.
• LinkTicketWithCI Creates links between ConfigItem and ticket.
• SetIncidentState Automatically sets the incident state when new emails arrive.

Core::Event::Icinga2 / Nagios

• Ticket::EventModulePost###Icinga2Acknowledge Sends acknowledge requests to Icinga2.
• Ticket::EventModulePost###NagiosAcknowledge Triggers acknowledge in Nagios via named pipe or HTTP.

How it Works

1. Email Reception: OTOBO receives monitoring emails via PostMaster.
2. Check & Ticket Creation: If no open ticket exists for the host/service, a new ticket is created; otherwise, emails are appended to the existing ticket.
3. Closing & Acknowledge: When the close conditions are met, the ticket is closed; simultaneously, an acknowledge can be sent to the monitoring tool.
4. CI Linking: Existing tickets can be linked with ConfigItems on subsequent alerts.

Usage in the Agent Interface

• Ticket Zoom: Monitoring tickets display special buttons to send an acknowledge to Nagios/Icinga2.
• Console: Uniform handling of test and live scenarios using provided console commands.

Limitations

• Load times may increase with high email volume.
• The acknowledge function requires correct API/named pipe configuration of the monitoring system.
• Consistent host/service naming conventions must be followed.

Support & Contact

• Vendor: Rother OSS GmbH
• Version: 11.0.1
• Documentation: doc.otobo.org
• Contact: hello@otobo.de