Post on 21-Jan-2018
Trouble Ticket Integration with Zabbix in Large Environment
2016 Sept
Alain GanuchaudCool Monitoring
http://www.coolmonitoring.fralain@coolmonitoring.fr
Presentation
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Presentation
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Summary
1. Introduction2. Issues3. Plugin Architecture4. External Specifications5. Technical Details
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-> What are we talking about ?
-> Large Environment ?
-> Trouble Ticket ?
Part 1Introduction
What are we talking about ?
Zabbix TroubleTicket Connexion→ Two ways connexion→ APIs→ Connector Database (Zabbix TroubleTicket Link)
Large Environment→ 1000 tickets per day
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Trouble Ticket ?
• Lists of issues (Most of the time : Source = mail or phone)
• Manage issues (Most of the time through HelpDesk)
→ ServiceNow is a SaaS Trouble Ticketing System widely used in Large environments
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What is a Large Environment ?
• More than 14 000 servers , 1 million items
• Some servers with over 10 000 items• Some servers with over 10 000 triggers• More than 100 Zabbix administrators
developping Application Templates
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Part 2Issues
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The Problem
Large Environments rely on TroubleTicket tool and HelpDesk for managing IT issues. Bridging Zabbix with over 5000 servers and HelpDesk manually is a painful and impossible project.
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SwissLife Case Study
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SwissLife Presentation
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SwissLife Presentation
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Part 3Plugin Architecture
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Plugin Architecture
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Plugin Architecture
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Plugin Architecture
Part 4External Specifications
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Some of the Functionalities
→ Opens automatically a ServiceNow Ticket via Snow APIsFull Automatic (based on Trigger name TR--A)Manual (TR--M), needs acknowledge from operator
→ Fill in automatically Snow fields with Zabbix macrosCaller, Environment, CI, Application, Server, Team, Category,
Subcategory, Dates,…→ Correlate Zabbix events automatically with Snow tickets
(same trigger source)→ Correlate Zabbix events manually with Snow tickets
(different triggers sources)→ Sends back Correlation confirmations to Operators→ Monitor Snow tickets status and update Zabbix via APIs
when ticket is closed or resolved→ Others: http proxy, debug, logs, ...
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Triggers Nomenclature
TR--A/M--PRD/HPR--{$SERVICEXXX}--{$CIXXX}--Free Description of Trigger | Auto/Manu |
Prod or Non Prod | Service (~ Application Name) |
CI (could be Server or Oracle DB, …) | Free Description
Nota Bene: Some détails come from Host Inventory
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External Specifications
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External Specifications
Part 5Technical Details
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Automatic Tickets
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Automatic Tickets
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Automatic Tickets
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Automatic Tickets
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Automatic Tickets
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Manual Tickets
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Manual Tickets
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Manual Tickets : noticket
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Manual Tickets : link to ticket
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Zabbix Events Correlation
Connector Database
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Connector Database
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Code
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Supported Versions
Connector Release V6 synchronized with :
- Zabbix V2.2.x (must be OK with 2.4 and 3.0 but not tested)
- ServiceNow Fuji Version
Released as OpenSourceOn Zabbix Share
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Merci pour votre attention !
Alain Ganuchaud
Cool Monitoringalain@coolmonitoring.fr
Questions?
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Follow us on Twitter: @zabbix_fr @AlainGanuchaud