Hello,
I need the functionality of GenericAgent plus the ability to create
tickets.
I helped myself by creating a GA-Module from GenericAgent.pl (like
otrs/Kernel/System/GenericAgent.pm in OTRS 2.x ), where I added a
function for creating tickets. A perl script "XMLJobRunner.pl" parses
the XML-Files and generates GA-Job-Hashes that are passed to the
GA-Module.
This is only meant as a work-around for our current installation.
I use this xml-interface for integrating nagios with otrs. But I like to
integrate more systems (e.g Tivoli Storage Manager) this way soon (right
now these systems simply send mails to otrs, which is only good for
creating tickets).
The structure of the XML files I use to feed OTRS correspond to the
syntax of the GA-Jobs:
e.g.:
---------
<JOBS>
<GENERIC_AGENT>
<TicketFreeKey2>Server</TicketFreeKey2>
<TicketFreeText2>INTRANET</TicketFreeText2>
<TicketFreeKey4>Service</TicketFreeKey4>
<TicketFreeText4>Check_HTTP</TicketFreeText4>
<Queue>nagios_test::or</Queue>
<New>
<Note>
<From>[EMAIL PROTECTED]</From>
<To>[EMAIL PROTECTED]</To>
<Body>Nagios has raised an alarm of type RECOVERY
Server: INTRANET
Adress: intranet
Service: Check_HTTP
State: OK
Contact:
Output: HTTP OK HTTP/1.1 200 OK - 14708 bytes in 0.238 seconds</Body>
<Subject>Nagios alarm: INTRANET / Check_HTTP</Subject>
</Note>
<State>closed successful</State>
<TicketFreeKey3>State</TicketFreeKey3>
<TicketFreeText3>OK</TicketFreeText3>
</New>
</GENERIC_AGENT>
</JOBS>
----------
I like to upgrade in the near future to OTRS 2.x and would be glad if
there was a more elegant solution.
regards,
Volker Maibaum
PS: sorry for the late answer - I was on holidays...
Am Mittwoch, den 14.09.2005, 23:18 +0200 schrieb Martin Edenhofer:
> Hi Volker,
>
> Volker Maibaum wrote:
> > is there already a way to add, close,... Tickets with XML?
>
> Yes.
>
> > [...]
> >
> > Now start some magic Perl Script (something like GenericAgent) to
> > process the contents of the XML-File.
> > --------
> >
> > I'm thinking of writing a script that does this, if there is not
> already
> > such thing.
> > I noticed that the API changed a lot from 1.2 to 2.0. Will the API
> again
> > experience similar major changes in Version 3.0.
>
> There is a framework where you can do it.
>
> bin/XMLMaster.pl (get xml from STDIN link bin/PostMaster.pl)
>
> You can create modules for it in Kernel/System/XMLMaster/*.pm. We
> already created XML modules to connect to ARS via XML.
>
> But we have not developed a OTRS <-> OTRS module till now. But we can
> do
> it here on the list. Just tell me what actions you need. So we can
> discuss this. ;-)
>
> > Volker
>
> Martin
>
> ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing
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