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OTOBO Community Guide

SystemMonitoring

SystemMonitoring

Section titled “SystemMonitoring”

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

Overview

Section titled “Overview”

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

Installation

Section titled “Installation”
  1. Via the Package Manager
  • Navigate to System Administration → Package Manager in the Admin area.
  • Search for SystemMonitoring and click Install.
  1. Manual Installation
  • Extract the archive into Kernel/Config/Files/.
  • Activate the changes under System Administration → Update → Reload file system.

System Requirements

Section titled “System Requirements”
  • Framework: OTOBO 11.0.x
  • Perl Modules: None additional, beyond standard installations
  • Monitoring Tool: Nagios, Icinga2, or a similar system that sends emails

Configuration (SysConfig)

Section titled “Configuration (SysConfig)”

Core::SystemMonitoring

Section titled “Core::SystemMonitoring”
  • Nagios::Acknowledge::FreeField::Host / Service Field names for host and service (DynamicField).
  • Icinga2::Acknowledge::HTTP::URL / User / Password Access 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 status when new emails arrive.

Core::Event::Icinga2 / Nagios

Section titled “Core::Event::Icinga2 / Nagios”
  • Ticket::EventModulePost###Icinga2Acknowledge Sends acknowledge requests to Icinga2.
  • Ticket::EventModulePost###NagiosAcknowledge Triggers acknowledge via named pipe or HTTP in Nagios.

Functionality

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

Usage in the Agent Interface

Section titled “Usage in the Agent Interface”
  • Ticket Zoom: Monitoring tickets display special buttons to acknowledge to Nagios/Icinga2.
  • Console: Uniform handling of test and live scenarios using provided console commands.

Limitations

Section titled “Limitations”
  • Loading times may increase with high email volume.
  • Acknowledge function requires correct API/named pipe configuration of the monitoring system.
  • Uniform host/service naming conventions must be maintained.

Support & Contact

Section titled “Support & Contact”