The PDF attached to the System Monitoring Package (within OTRS Package Manager) explains how an incident creates a ticket, matches a host and service combination, and closes based upon regular expression processing. It's a quick read, but should address your basic questions.
A Notification (Event) might be useful in alerting the user. On Thu, Feb 6, 2014 at 8:23 PM, Paul Stewart <p...@paulstewart.org> wrote: > Hi there... > > We are testing OTRS for an upcoming project. We are an ISP and utilize > Solarwinds as our network monitoring platform. > > I have read that there are good integration options between OTRS and > Nagios for example. Has anyone worked with API level integration between > the two platforms before? Just curious on experiences in that area. > > Also, instead of using API calls, I'm interested in knowing more about > mangling email tickets as they arrive. For example, if we had Solarwinds > sent us email alerts for every time there was an up or down condition I > would want to create a ticket under the actual email address of the > customer effected (using a Managed customer as an example) therefore > sending them an automated email acknowledgement that we know of a problem > with their service. Further to that is the whole discussion around > tracking up and down events in the same ticket and possibly closing the > ticket automatically when there is an up event (after a down event). > > Any input much appreciated... > > Paul > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
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