
I recently wrote a notification script for Centreon / Nagios to create and update tickets in OTRS. The ticket details and OTRS connection settings are all defined on the command-line. The GenericTicketConnector.yml must first be installed in OTRS, and a user (aka “Agent”) created for the script. I used perl’s taint mode, so had to hard-code the various log file locations ($logfile, $csvfile, and $dbfile). The Log::Handler module allows the script to output and log different amounts of activity detail, and the DBD::SQLite module is used to keep a local database of the Ticket ID (from OTRS) and the Problem ID (from Centreon / Nagios) associations — so the OTRS ticket can be updated with follow-up notifications from Centreon / Nagios for the same issue.
A few OTRS dynamic fields are used to improve OTRS searches, reports, etc. The ProblemID, HostName, HostAddress and ServiceDesc dynamic fields must be defined in OTRS before-hand. Although most command line arguments are mandatory, a few have default values if they are not specified. The script’s top-most comment section has a concise list of “Requirements for OTRS” and the Wiki Page on Google Code has additional installation notes for Centreon and OTRS.
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#!/usr/bin/perl -Tw # Copyright 2012 - Jean-Sebastien Morisset - https://surniaulula.com/ # # Create and update OTRS tickets from Centreon, Nagios, other monitoring tools, # or the command-line. # # Blog Page: https://surniaulula.com/2012/10/24/create-and-update-otrs-tickets-from-the-command-line/ # Google Code: https://code.google.com/p/otrs-ticket/ # # This script is free software; you can redistribute it and/or modify it under # the terms of the GNU General Public License as published by the Free Software # Foundation; either version 3 of the License, or (at your option) any later # version. # # This script is distributed in the hope that it will be useful, but WITHOUT # ANY WARRANTY; without even the implied warranty of MERCHANTABILITY or FITNESS # FOR A PARTICULAR PURPOSE. See the GNU General Public License for more # details at http://www.gnu.org/licenses/. # # Centreon / Nagios Host Notification: # # $USER1$/otrs-ticket.pl --otrs_user="user" --otrs_pass="pass" --otrs_server="server.domain.com:80" --problem_id="$HOSTPROBLEMID$" --problem_id_last="$LASTHOSTPROBLEMID$" --event_type="$NOTIFICATIONTYPE$" --event_date="$LONGDATETIME$" --event_host="$HOSTNAME$" --event_addr="$HOSTADDRESS$" --event_desc="$SERVICEACKAUTHOR$ $SERVICEACKCOMMENT$" --event_state="$HOSTSTATE$" --event_output="$HOSTOUTPUT$" # # Centreon / Nagios Service Notification: # # $USER1$/otrs-ticket.pl --otrs_user="user" --otrs_pass="pass" --otrs_server="server.domain.com:80" --problem_id="$SERVICEPROBLEMID$" --problem_id_last="$LASTSERVICEPROBLEMID$" --event_type="$NOTIFICATIONTYPE$" --event_date="$LONGDATETIME$" --event_host="$HOSTALIAS$" --event_addr="$HOSTADDRESS$" --event_desc="$SERVICEDESC$" --event_state="$SERVICESTATE$" --event_output="$SERVICEOUTPUT$" # # Requirements for OTRS: # # 1) The GenericTicketConnector.yml must be installed # (http://source.otrs.org/viewvc.cgi/otrs/development/webservices/GenericTicketConnector.yml?view=co) # 1) A user name (aka "Agent") and password to for the script # 2) A ticket queue (defaults to "UNIX" -- see the %otrs_defaults variable) # 3) An 'unknown' customer username (see the %otrs_defaults variable) # 5) An 'Infrastructure::Server::Unix/Linux' OTRS Service (see the # %otrs_defaults variable). # 4) An OTRS State named 'recovered' (see the %otrs_states variable). # 6) Dynamic fields ProblemID, HostName, HostAddress, and ServiceDesc. # Changes: # # v1.2.1: # - Modified the 'open()' function for the CSV file to use a proper variable name. # - Passed the script through perlcritic to make sure all syntax is OK. # # v1.2 # - Renamed the event_id and event_id_last options to problem_id and problem_id_last. # - Added %otrs_states to change ticket state depending on the event_type value. # # v1.1 # - Added inet_aton/inet_ntoa function calls to resolve OTRS server IP before launching SOAP (just to make sure the resolver works). # - Added --notif_id and --notif_number command line argument. # - Renamed Nagios *EVENTID variables to *PROBLEMID. use strict; use Socket; use Getopt::Long; use DBI; use DBD::SQLite; use SOAP::Lite; use Log::Handler; my $VERSION = '1.2.1'; # hard-code paths to prevent warning from taint mode my $logfile = '/var/tmp/otrs-ticket.log'; my $csvfile = '/var/tmp/otrs-ticket.csv'; my $dbname = '/var/tmp/otrs-ticket.sqlite'; my $dbuser = ''; my $dbpass = ''; my $dbtable = 'TicketIDAssoc'; # if the event_type is known, then change the ticket state my %otrs_states = ( 'ACKNOWLEDGEMENT' => 'open', 'RECOVERY' => 'recovered', ); my %otrs_defaults = ( 'Queue' => 'UNIX', 'PriorityID' => '3', 'Type' => 'Incident', 'State' => 'new', 'CustomerUser' => 'unknown', 'Service' => 'Infrastructure::Server::Unix/Linux', ); my $TicketID; my $TicketNumber; my $ArticleID; # read command line options my %opt = (); GetOptions(\%opt, 'verbose', 'otrs_user=s', 'otrs_pass=s', 'otrs_server=s', 'problem_id=s', 'problem_id_last=s', 'event_type=s', 'event_date=s', 'event_host=s', 'event_addr=s', 'event_desc=s', 'event_state=s', 'event_output=s', 'otrs_customer=s', 'otrs_queue=s', 'otrs_priority=s', 'otrs_type=s', 'otrs_state=s', 'otrs_service=s'); # silently strip anything non-numeric from integer fields (where-as # using GetOptions's '=i' would throw an error) for ( qw( problem_id problem_id_last ) ) { $opt{$_} =~ s/[^0-9]// if (defined $opt{$_}); } # clear "empty" event_desc from host notification $opt{'event_desc'} =~ s/^\$ \$$//; # beautify some option names for logging, ticket text, etc. my %event_info = ( 'ProblemID' => $opt{'problem_id'} ||= 0, 'ProblemIDLast' => $opt{'problem_id_last'} ||= 0, 'EventType' => $opt{'event_type'} ||= '', 'EventDate' => $opt{'event_date'} ||= '', 'EventHostName' => $opt{'event_host'} ||= '', 'EventHostAddress' => $opt{'event_addr'} ||= '', 'EventServiceDesc' => $opt{'event_desc'} ||= '', 'EventState' => $opt{'event_state'} ||= '', 'EventOutput' => $opt{'event_output'} ||= '', ); if (defined $opt{'problem_id'} && $opt{'problem_id'} == 0 && defined $opt{'problem_id_last'} && $opt{'problem_id_last'} > 0) { $opt{'problem_id'} = $opt{'problem_id_last'}; } # define a new ticket state if one wasn't given on the command line, and the # event_type has been defined in %otrs_states. $opt{'otrs_state'} = $otrs_states{$opt{'event_type'}} if ( !$opt{'otrs_state'} && defined $otrs_states{$opt{'event_type'}} && $otrs_states{$opt{'event_type'}} ); my $stdout = $opt{'verbose'} ? 'debug' : 'info'; my $log = Log::Handler->new(); $log->add( file => { filename => $logfile, maxlevel => 'debug', timeformat => '%Y%m%d-%H%M%S', }, screen => { log_to => 'STDOUT', maxlevel => $stdout, timeformat => '%Y%m%d-%H%M%S', }, ); $log->info("START of $0 v$VERSION script"); # # Log the command line options to a csv file to keep a history (even if some # arguments might be missing). # $log->debug("Saving event_info fields to $csvfile."); unless (open (my $csv_fh, ">>", $csvfile)) { $log->critical("Error opening ".$csvfile.": ".$!); &DoExit(1); } unless (-s $csvfile) { for (sort keys %event_info) { print $csv_fh '"', $_, '",'; }; print $csv_fh "\n"; } for (sort keys %event_info) { print $csv_fh '"', $event_info{$_}, '",'; }; print $csv_fh "\n"; close ($csv_fh); # # Check all essential opt values and exit if some missing. # my @essential_opts = sort qw( otrs_user otrs_pass otrs_server problem_id event_type event_date event_host event_addr event_state event_output ); # print the whole list before exiting for (@essential_opts) { $log->error("Required argument $_ not defined or empty!") if (!defined $opt{$_} || $opt{$_} eq ''); } for (@essential_opts) { &DoExit(1) if (! $opt{$_}); } for (sort keys %opt) { if ($_ eq 'otrs_pass' ) { $log->debug("Argument $_ = ********") } else { $log->debug("Argument $_ = $opt{$_}"); } } # # Open the database and create the table(s) if necessary # my $dsn = "DBI:SQLite:dbname=$dbname"; my $dbh = DBI->connect($dsn, $dbuser, $dbpass); if ($DBI::err) { $log->critical($DBI::errstr); &DoExit(1); } $dbh->do("PRAGMA foreign_keys = ON"); $dbh->do("CREATE TABLE IF NOT EXISTS $dbtable ( ProblemID INTEGER PRIMARY KEY, TicketID INTEGER NOT NULL, TicketNumber INTEGER )"); ($TicketID, $TicketNumber) = $dbh->selectrow_array("SELECT TicketID, TicketNumber FROM $dbtable WHERE ProblemID=?", undef, $opt{'problem_id'}); # # Configuration for OTRS connection and definition of available Ticket / # Article fields (used when constructing the SOAP data). # my %otrs = ( 'UserLogin' => $opt{'otrs_user'}, 'Password' => $opt{'otrs_pass'}, 'URL' => 'http://'.$opt{'otrs_server'}.'/otrs/nph-genericinterface.pl/Webservice/GenericTicketConnector', 'NameSpace' => 'http://www.otrs.org/TicketConnector/', 'TicketID' => '', 'TicketNumber' => '', 'Operation' => '', 'TicketFields' => [ 'Title', 'QueueID', 'Queue', 'TypeID', 'Type', 'ServiceID', 'Service', 'SLAID', 'SLA', 'StateID', 'State', 'PriorityID', 'Priority', 'OwnerID', 'Owner', 'ResponsibleID', 'Responsible', 'CustomerUser', ], 'ArticleFields' => [ 'ArticleTypeID', 'ArticleType', 'SenderTypeID', 'SenderType', 'Subject', 'Body', 'ContentType', 'Charset', 'MimeType', 'HistoryType', 'HistoryComment', 'AutoResponseType', 'TimeUnit', 'NoAgentNotify', 'ForceNotificationToUserID', 'ExcludeNotificationToUserID', 'ExcludeMuteNotificationToUserID', ], ); # # Define the ticket details here. # my %ticket; if ($TicketID) { $log->info("Found ProblemID $opt{'problem_id'} in database"); $log->info("Updating TicketID $TicketID (TicketNumber $TicketNumber)"); $otrs{'Operation'} = 'TicketUpdate'; $otrs{'TicketID'} = $TicketID; # if we have a different state (than new) defined, then use it, otherwise leave as-is if (defined $opt{'otrs_state'} && $opt{'otrs_state'}) { $ticket{'State'} = $opt{'otrs_state'}; $log->notice('Updating Ticket State to "'.$ticket{'State'}.'"'); } } else { $log->debug("ProblemID ".$opt{'problem_id'}." not found in database"); $log->info("Creating new OTRS Ticket for ProblemID ".$opt{'problem_id'}); $otrs{'Operation'} = 'TicketCreate'; %ticket = ( 'Queue' => $opt{'otrs_queue'} ||= $otrs_defaults{'Queue'}, 'PriorityID' => $opt{'otrs_priority'} ||= $otrs_defaults{'PriorityID'}, 'Type' => $opt{'otrs_type'} ||= $otrs_defaults{'Type'}, 'State' => $opt{'otrs_state'} ||= $otrs_defaults{'State'}, 'Service' => $opt{'otrs_service'} ||= $otrs_defaults{'Service'}, 'DynamicField' => { 'ProblemID' => $opt{'problem_id'}, 'HostName' => $opt{'event_host'}, 'HostAddress' => $opt{'event_addr'}, 'ServiceDesc' => $opt{'event_desc'}, }, ); } # Common ticket fields / values for TicketUpdate or TicketCreate. $ticket{'CustomerUser'} = $opt{'otrs_customer'} ||= $otrs_defaults{'CustomerUser'}; $ticket{'ContentType'} = 'text/plain; charset=utf8'; $ticket{'SenderType'} = 'system'; $ticket{'Title'} = $opt{'event_type'}.': '.$opt{'event_host'}; $ticket{'Title'} .= '/'.$opt{'event_desc'} if ($opt{'event_desc'}); $ticket{'Title'} .= ' is '.$opt{'event_state'}; $ticket{'Subject'} = $ticket{'Title'}; $ticket{'Body'} = $opt{'event_output'}."\n\n"; # Append all the "event_info" fields to the ticket for reference. for (sort keys %event_info) { $ticket{'Body'} .= "$_ = $event_info{$_}\n"; } # # Convert Ticket and Article data into SOAP data structure # my @SOAPTicketData = (); for my $el (@{$otrs{'TicketFields'}}) { if ( $ticket{$el}) { for (split (/\n/, $ticket{$el})) { $log->debug("TicketData $el = $_"); } push @SOAPTicketData, SOAP::Data->name($el => $ticket{$el}); } } my @SOAPArticleData = (); for my $el (@{$otrs{'ArticleFields'}}) { if ( $ticket{$el} ) { for (split (/\n/, $ticket{$el})) { $log->debug("ArticleData $el = $_"); } push @SOAPArticleData, SOAP::Data->name( $el => $ticket{$el} ); } } # Dynamic Fields must be created in OTRS first. my $DynamicFieldXML; for ( sort keys %{$ticket{'DynamicField'}} ) { if ( $ticket{'DynamicField'}->{$_} ) { $log->debug("ArticleData $_ = $ticket{'DynamicField'}->{$_}"); $DynamicFieldXML .= '<DynamicField><Name><![CDATA['.$_.']]></Name>' .'<Value><![CDATA['.$ticket{'DynamicField'}->{$_}.']]></Value></DynamicField>'."\n"; } } if ($opt{'otrs_server'} =~ /^([^:]*)/) { my $ip_nbo = inet_aton($1); if (!$ip_nbo) { $log->critical("Failed to resolve IP of ".$1); &DoExit(1); } $log->info( "OTRS Server is ".$opt{'otrs_server'}." (".inet_ntoa($ip_nbo).")" ); } my $soap_op = $otrs{'Operation'}; $log->info("SOAP $soap_op at ".$otrs{'URL'}); my $soap_obj = SOAP::Lite->uri($otrs{'NameSpace'})->proxy($otrs{'URL'})->$soap_op( SOAP::Data->name('UserLogin')->value($otrs{'UserLogin'}), SOAP::Data->name('Password')->value($otrs{'Password'}), SOAP::Data->name('TicketID')->value($otrs{'TicketID'}), SOAP::Data->name('TicketNumber')->value($otrs{'TicketNumber'}), SOAP::Data->name('Ticket' => \SOAP::Data->value(@SOAPTicketData)), SOAP::Data->name('Article' => \SOAP::Data->value(@SOAPArticleData)), SOAP::Data->type('xml'=> $DynamicFieldXML), ); if ( $soap_obj->fault ) { $log->critical($soap_obj->faultcode.": ".$soap_obj->faultstring); &DoExit(1); } $log->info("SOAP transaction successful"); # get the XML response part from the SOAP message my $XMLResponse = $soap_obj->context()->transport()->proxy()->http_response()->content(); # deserialize response (convert it into a perl structure) my $Deserialized = eval { SOAP::Deserializer->deserialize($XMLResponse); }; # remove all the headers and other not needed parts of the SOAP message my $Body = $Deserialized->body(); # check if ticket was created or updated my $Response = $Body->{'TicketCreateResponse'} ? 'TicketCreateResponse' : 'TicketUpdateResponse'; if (defined $Body->{$Response}->{Error}) { $log->error("Error found in $Response"); $log->error($Body->{$Response}->{Error}->{ErrorCode}." = ".$Body->{$Response}->{Error}->{ErrorMessage}); &DoExit(1); } $TicketID = $Body->{$Response}->{TicketID}; $TicketNumber = $Body->{$Response}->{TicketNumber}; $ArticleID = $Body->{$Response}->{ArticleID}; my $ticket_sum = "TicketID $TicketID (TicketNumber $TicketNumber, ArticleID $ArticleID)"; if ($Response eq 'TicketUpdateResponse') { $log->info("Updated $ticket_sum"); } else { $log->info("Created $ticket_sum"); $log->info("Adding TicketID $TicketID and ProblemID $opt{'problem_id'} to $dbname"); my $sth = $dbh->prepare("INSERT INTO $dbtable VALUES ( ?, ?, ? )"); $sth->execute($opt{'problem_id'}, $TicketID, $TicketNumber); } &DoExit(0); sub DoExit { my ($err) = @_; $log->info("END of $0 v$VERSION script"); exit $err; } |
Download the otrs-ticket.pl script here or visit the
otrs-ticket project on Google Code for additional installation notes.
Here’s an example of the screen output when creating and updating a ticket.
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$ ./otrs-ticket.pl --verbose \ --otrs_user="centreon" \ --otrs_pass="password" \ --otrs_server="support.DOMAINNAME.com:80" \ --otrs_customer="unknown" \ --problem_id="1234" \ --event_type="PROBLEM" \ --event_date="Fri Oct 13 00:30:28 CDT 2000" \ --event_host="TEST-TICKET-01" \ --event_addr="127.0.0.1" \ --event_desc="$ $" \ --event_state="DOWN" \ --event_output="Host Unreachable" 20121109-141217 [INFO] START of ./otrs-ticket.pl v1.2 script 20121109-141217 [DEBUG] Saving event_info fields to /var/tmp/otrs-ticket.csv. 20121109-141217 [DEBUG] Argument event_addr = 127.0.0.1 20121109-141217 [DEBUG] Argument event_date = Fri Oct 13 00:30:28 CDT 2000 20121109-141217 [DEBUG] Argument event_desc = 20121109-141217 [DEBUG] Argument event_host = TEST-TICKET-01 20121109-141217 [DEBUG] Argument event_output = Host Unreachable 20121109-141217 [DEBUG] Argument event_state = DOWN 20121109-141217 [DEBUG] Argument event_type = PROBLEM 20121109-141217 [DEBUG] Argument otrs_customer = unknown 20121109-141217 [DEBUG] Argument otrs_pass = ******** 20121109-141217 [DEBUG] Argument otrs_server = support.DOMAINNAME.com:80 20121109-141217 [DEBUG] Argument otrs_user = centreon 20121109-141217 [DEBUG] Argument problem_id = 1234 20121109-141217 [DEBUG] Argument problem_id_last = 0 20121109-141217 [DEBUG] Argument verbose = 1 20121109-141217 [DEBUG] ProblemID 1234 not found in database 20121109-141217 [INFO] Creating new OTRS Ticket for ProblemID 1234 20121109-141217 [DEBUG] TicketData Title = PROBLEM: TEST-TICKET-01 is DOWN 20121109-141217 [DEBUG] TicketData Queue = UNIX 20121109-141217 [DEBUG] TicketData Type = Incident 20121109-141217 [DEBUG] TicketData Service = Infrastructure::Server::Unix/Linux 20121109-141217 [DEBUG] TicketData State = new 20121109-141217 [DEBUG] TicketData PriorityID = 3 20121109-141217 [DEBUG] TicketData CustomerUser = unknown 20121109-141217 [DEBUG] ArticleData SenderType = system 20121109-141217 [DEBUG] ArticleData Subject = PROBLEM: TEST-TICKET-01 is DOWN 20121109-141217 [DEBUG] ArticleData Body = Host Unreachable 20121109-141217 [DEBUG] ArticleData Body = 20121109-141217 [DEBUG] ArticleData Body = EventDate = Fri Oct 13 00:30:28 CDT 2000 20121109-141217 [DEBUG] ArticleData Body = EventHostAddress = 127.0.0.1 20121109-141217 [DEBUG] ArticleData Body = EventHostName = TEST-TICKET-01 20121109-141217 [DEBUG] ArticleData Body = EventOutput = Host Unreachable 20121109-141217 [DEBUG] ArticleData Body = EventServiceDesc = 20121109-141217 [DEBUG] ArticleData Body = EventState = DOWN 20121109-141217 [DEBUG] ArticleData Body = EventType = PROBLEM 20121109-141217 [DEBUG] ArticleData Body = ProblemID = 1234 20121109-141217 [DEBUG] ArticleData Body = ProblemIDLast = 0 20121109-141217 [DEBUG] ArticleData ContentType = text/plain; charset=utf8 20121109-141217 [DEBUG] ArticleData HostAddress = 127.0.0.1 20121109-141217 [DEBUG] ArticleData HostName = TEST-TICKET-01 20121109-141217 [DEBUG] ArticleData ProblemID = 1234 20121109-141217 [INFO] OTRS Server is support.DOMAINNAME.com:80 (172.20.244.71) 20121109-141217 [INFO] SOAP TicketCreate at http://support.DOMAINNAME.com:80/otrs/nph-genericinterface.pl/Webservice/GenericTicketConnector 20121109-141217 [INFO] SOAP transaction successful 20121109-141217 [INFO] Created TicketID 954 (TicketNumber 2012110910000271, ArticleID 5174) 20121109-141217 [INFO] Adding TicketID 954 and ProblemID 1234 to /var/tmp/otrs-ticket.sqlite 20121109-141217 [INFO] END of ./otrs-ticket.pl v1.2 script |
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20121109-141248 [INFO] START of ./otrs-ticket.pl v1.2 script 20121109-141248 [INFO] Found ProblemID 1234 in database 20121109-141248 [INFO] Updating TicketID 954 (TicketNumber 2012110910000271) 20121109-141248 [NOTICE] Updating Ticket State to "recovered" 20121109-141248 [INFO] OTRS Server is support.DOMAINNAME.com:80 (172.20.244.71) 20121109-141248 [INFO] SOAP TicketUpdate at http://support.DOMAINNAME.com:80/otrs/nph-genericinterface.pl/Webservice/GenericTicketConnector 20121109-141248 [INFO] SOAP transaction successful 20121109-141248 [INFO] Updated TicketID 954 (TicketNumber 2012110910000271, ArticleID 5175) 20121109-141248 [INFO] END of ./otrs-ticket.pl v1.2 script |