[122345] in North American Network Operators' Group
Re: Ticket/Asset Managment system
daemon@ATHENA.MIT.EDU (Phil Regnauld)
Fri Feb 12 11:52:07 2010
Date: Fri, 12 Feb 2010 17:51:05 +0100
From: Phil Regnauld <regnauld@nsrc.org>
To: Brandon Grant <brandon@momentous.ca>
In-Reply-To: <9AE359BC72A96945AD88480EC357535704CF5B56@MOMEX2.momentous.ca>
Cc: nanog@nanog.org
Errors-To: nanog-bounces+nanog.discuss=bloom-picayune.mit.edu@nanog.org
Brandon Grant (brandon) writes:
> I am currently evaluating my options for an open source trouble ticket
> management system that is based on assets (the trouble ticket is opened
> on a particular server, network element, etc.).
Hi Brandon,
Maybe RT (already mentioned) could do the trick -- it's a matter of
choosing how you will set up the system, i.e.: number of queues, custom
fields, etc...
Since it's ticket centric, it really doesn't matter how many servers
or assets you have.
> Also, I am hoping to
> find a tool that can tie in with SNMP software so I can have tickets
> auto-generated for certain types of SNMP traps or polling failures.
That's not really dependent on the ticket system. I've done this
with Trac and RT: it's more a matter of whether the NMS platform
allows triggers (arbitrary actions) to be tied to events, and also
in which cases. It's trivial with Nagios to open tickets on down
or unreachable events. You could even instrument the script to
update the ticket (never close a ticket automatically!) every time
a new event related to this equipment took place.
> 1. OTRS.org
>
> 2. GLIP-project.org
You mean http://www.glpi-project.org/ -- I've heard it should be quite
complicated to setup, but have no first hand experience myself.
Cheers,
Phil
