OTRS integration

[gawellus]

Hello
I'm new one in OpenNMS and I've got big problem.
I have installed OpenNMS on Suse 11 and it works fine, but now I need to integrate it with OTRS.
I've followed the instruction on this website:

http://www.opennms.org/wiki/OTRS_Trouble_Ticket_Integration

I have installed SOAP::Lite and SOAP::DateTime so as made every configuration in opennms.properties and otrs.properties.

The problem is that when I try to create a ticket OpenNMS shows "CREATE_TICKET FAILED" (or sth like this)
In ticketer's log there is only lines like this:

2009-11-05 15:56:08,133 ERROR [OpenNMS.TroubleTicketer] OtrsTicketerPlugin: Failed to create or update OTRS ticket(404)Not Found

2009-11-05 15:56:08,134 ERROR [OpenNMS.TroubleTicketer] DefaultTicketerServiceLayer: Unable to create ticket for alarm: Failed to create or update OTRS ticket

2009-11-05 15:58:15,483 ERROR [OpenNMS.TroubleTicketer] OtrsTicketerPlugin: Failed to create or update OTRS ticket(404)Not Found

2009-11-05 15:58:15,483 ERROR [OpenNMS.TroubleTicketer] DefaultTicketerServiceLayer: Unable to create ticket for alarm: Failed to create or update OTRS ticket

Now I really don't know what to do, so please help.

Regards
Gawel

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[jonathan sartin]

On 5 Nov 2009, at 17:03, [hidden email] wrote:

> Hello
> I'm new one in OpenNMS and I've got big problem.
> I have installed OpenNMS on Suse 11 and it works fine, but now I  
> need to integrate it with OTRS.
> I've followed the instruction on this website:
>
> http://www.opennms.org/wiki/OTRS_Trouble_Ticket_Integration
>
> I have installed SOAP::Lite and SOAP::DateTime so as made every  
> configuration in opennms.properties and otrs.properties.
>
> The problem is that when I try to create a ticket OpenNMS shows  
> "CREATE_TICKET FAILED" (or sth like this)
> In ticketer's log there is only lines like this:
>
> 2009-11-05 15:56:08,133 ERROR [OpenNMS.TroubleTicketer]  
> OtrsTicketerPlugin: Failed to create or update OTRS ticket(404)Not  
> Found
>
> 2009-11-05 15:56:08,134 ERROR [OpenNMS.TroubleTicketer]  
> DefaultTicketerServiceLayer: Unable to create ticket for alarm:  
> Failed to create or update OTRS ticket
>
> 2009-11-05 15:58:15,483 ERROR [OpenNMS.TroubleTicketer]  
> OtrsTicketerPlugin: Failed to create or update OTRS ticket(404)Not  
> Found
>
> 2009-11-05 15:58:15,483 ERROR [OpenNMS.TroubleTicketer]  
> DefaultTicketerServiceLayer: Unable to create ticket for alarm:  
> Failed to create or update OTRS ticket
>
> Now I really don't know what to do, so please help.
>
> Regards
> Gawel

Hi Gawel,

what's in the OTRS log (the OTRS system log, not the OpenNMS ticketed  
log)?

You did install the OpenNMS package in OTRS, didn't you?

404 is page not found, this probably means that OpenNMS is getting an  
error from the OTRS webserver when it sends the SOAP ticket create  
message to the URL defined as otrs.endpoint in otrs.properties.

Cheers ... J

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[gawellus]

---- Wiadomość Oryginalna ----
Od: jonathan sartin <[hidden email]>
Do: General OpenNMS Discussion <[hidden email]>
Data: 5 listopada 2009 22:52
Temat: Re: [opennms-discuss] OTRS integration

> On 5 Nov 2009, at 17:03, [hidden email] wrote:
>
> > Hello
> > I'm new one in OpenNMS and I've got big problem.
> > I have installed OpenNMS on Suse 11 and it works fine, but now I  
> > need to integrate it with OTRS.
> > I've followed the instruction on this website:
> >
> > http://www.opennms.org/wiki/OTRS_Trouble_Ticket_Integration
> >
> > I have installed SOAP::Lite and SOAP::DateTime so as made every  
> > configuration in opennms.properties and otrs.properties.
> >
> > The problem is that when I try to create a ticket OpenNMS shows  
> > "CREATE_TICKET FAILED" (or sth like this)
> > In ticketer's log there is only lines like this:
> >
> > 2009-11-05 15:56:08,133 ERROR [OpenNMS.TroubleTicketer]  
> > OtrsTicketerPlugin: Failed to create or update OTRS ticket(404)Not  
> > Found
> >
> > 2009-11-05 15:56:08,134 ERROR [OpenNMS.TroubleTicketer]  
> > DefaultTicketerServiceLayer: Unable to create ticket for alarm:  
> > Failed to create or update OTRS ticket
> >
> > 2009-11-05 15:58:15,483 ERROR [OpenNMS.TroubleTicketer]  
> > OtrsTicketerPlugin: Failed to create or update OTRS ticket(404)Not  
> > Found
> >
> > 2009-11-05 15:58:15,483 ERROR [OpenNMS.TroubleTicketer]  
> > DefaultTicketerServiceLayer: Unable to create ticket for alarm:  
> > Failed to create or update OTRS ticket
> >
> > Now I really don't know what to do, so please help.
> >
> > Regards
> > Gawel
>
> Hi Gawel,
>
> what's in the OTRS log (the OTRS system log, not the OpenNMS ticketed  
> log)?
>
> You did install the OpenNMS package in OTRS, didn't you?
>
> 404 is page not found, this probably means that OpenNMS is getting an  
> error from the OTRS webserver when it sends the SOAP ticket create  
> message to the URL defined as otrs.endpoint in otrs.properties.
>
> Cheers ... J
>

Hello
By the otrs log you mean "tmp/otrs.log" ?
Well it seems there is no thing connected with opennms even attempt to create ticket or connections from other hosts.
My otrs system is working on https://helpdesk.amu.edu.pl/otrs/index.pl host and this is what I put in opennms.properties. In otrs.properties at the otrs.endpoint I put https://helpdesk.amu.edu.pl/otrs/opennms.pl, but whet I try to execute this adress in the browser it shows "File not found".

Thanks in advance
Gawel




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[jonathan sartin]

On 6 Nov 2009, at 07:09, [hidden email] wrote:

> Hello
> By the otrs log you mean "tmp/otrs.log" ?
> Well it seems there is no thing connected with opennms even attempt  
> to create ticket or connections from other hosts.
> My otrs system is working on https://helpdesk.amu.edu.pl/otrs/ 
> index.pl host and this is what I put in opennms.properties. In  
> otrs.properties at the otrs.endpoint I put https://helpdesk.amu.edu.pl/otrs/opennms.pl 
> , but whet I try to execute this adress in the browser it shows  
> "File not found".
>
> Thanks in advance
> Gawel

Hi Gawel,

perhaps you answered this earlier, but did you install the OpenNMS  
integration package into OTRS via the OTRS package manager?  OTRS does  
not come with OpenNMS support by default, you have to add the package.

The 404 indicates that the CGI that handles the SOAP request from  
OpenNMS is not present on your OTRS server. The fact that you cannot  
reach it in a browser either probably means the entire package is not  
present.

Cheers ... J

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[gawellus]

---- Wiadomość Oryginalna ----
Od: jonathan sartin <[hidden email]>
Do: General OpenNMS Discussion <[hidden email]>
Data: 6 listopada 2009 9:23
Temat: Re: [opennms-discuss] OTRS integration

> On 6 Nov 2009, at 07:09, [hidden email] wrote:
>
> > Hello
> > By the otrs log you mean "tmp/otrs.log" ?
> > Well it seems there is no thing connected with opennms even attempt  
> > to create ticket or connections from other hosts.
> > My otrs system is working on https://helpdesk.amu.edu.pl/otrs/ 
> > index.pl host and this is what I put in opennms.properties. In  
> > otrs.properties at the otrs.endpoint I put https://helpdesk.amu.edu.pl/otrs/opennms.pl 
> > , but whet I try to execute this adress in the browser it shows  
> > "File not found".
> >
> > Thanks in advance
> > Gawel
>
> Hi Gawel,
>
> perhaps you answered this earlier, but did you install the OpenNMS  
> integration package into OTRS via the OTRS package manager?  OTRS does  
> not come with OpenNMS support by default, you have to add the package.
>
> The 404 indicates that the CGI that handles the SOAP request from  
> OpenNMS is not present on your OTRS server. The fact that you cannot  
> reach it in a browser either probably means the entire package is not  
> present.
>
> Cheers ... J

Hello
Yes I did install integration module and in otrs it looks fine. I reconfigured the host and now I receive new error message in ticketer log:

2009-11-06 12:44:32,248 ERROR [OpenNMS.TroubleTicketer] DefaultTicketerServiceLayer: Unable to create ticket for alarm: Failed to create or update OTRS ticket

2009-11-06 12:44:32,996 ERROR [OpenNMS.TroubleTicketer] OtrsTicketerPlugin: Failed to create or update OTRS ticketApplication failed during request deserialization:

no element found at line 1, column 0, byte -1 at /usr/lib/perl5/vendor_perl/5.10.0/x86_64-linux-thread-multi/XML/Parser.pm line 187

In OTRS log there are no changes, no things connected with opennms.

Regards
Gawel

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[jonathan sartin]

Some javascript/style in this post has been disabled (why?)

On 6 Nov 2009, at 19:22, [hidden email] wrote:

Hello
Yes I did install integration module and in otrs it looks fine. I reconfigured the host and now I receive new error message in ticketer log:

2009-11-06 12:44:32,248 ERROR [OpenNMS.TroubleTicketer] DefaultTicketerServiceLayer: Unable to create ticket for alarm: Failed to create or update OTRS ticket

2009-11-06 12:44:32,996 ERROR [OpenNMS.TroubleTicketer] OtrsTicketerPlugin: Failed to create or update OTRS ticketApplication failed during request deserialization:

no element found at line 1, column 0, byte -1 at /usr/lib/perl5/vendor_perl/5.10.0/x86_64-linux-thread-multi/XML/Parser.pm line 187

In OTRS log there are no changes, no things connected with opennms.

Regards
Gawel

Hi Gawel,

you didn't say what you did to reconfigure the OTRS host to get something other than a 404 back, so I'm rather in the dark, I'm afraid. It would appear that the OTRS host is unhappy parsing the XML from the SOAP request, which is strange.

If you've followed the wiki instructions to the letter, I'm not sure what else to suggest. Perhaps you could do a packet capture on the request from OpenNMS to OTRS to see if the XML SOAP request is garbled in some way.

... J

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[gawellus]

>Hi Gawel,

>you didn't say what you did to reconfigure the OTRS host >to get
>something other than a 404 back, so I'm rather in the >dark, I'm
>afraid. It would appear that the OTRS host is unhappy >parsing the XML
>from the SOAP request, which is strange.
>
>If you've followed the wiki instructions to the letter, >I'm not sure
>what else to suggest. Perhaps you could do a packet >capture on the
>request from OpenNMS to OTRS to see if the XML SOAP >request is garbled
>in some way.
>
>... J

Hello
Well I've changed the hosts file, because domain helpdesk.amu.edu.pl was not found by opennms. And I also changed server config from https to http.
The problem is not solved. I've also check if all modules are installed like SOAP::Lite, SOAP::DateTime and even XML::Parser, and everything looks ok.
Now I'm out of ideas :/
Regards
Gawel

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[jonathan sartin]

On 10 Nov 2009, at 07:11, [hidden email] wrote:

>> Hi Gawel,
>
>> you didn't say what you did to reconfigure the OTRS host >to get
>> something other than a 404 back, so I'm rather in the >dark, I'm
>> afraid. It would appear that the OTRS host is unhappy >parsing the  
>> XML
>> from the SOAP request, which is strange.
>>
>> If you've followed the wiki instructions to the letter, >I'm not sure
>> what else to suggest. Perhaps you could do a packet >capture on the
>> request from OpenNMS to OTRS to see if the XML SOAP >request is  
>> garbled
>> in some way.
>>
>> ... J
>
> Hello
> Well I've changed the hosts file, because domain helpdesk.amu.edu.pl  
> was not found by opennms. And I also changed server config from  
> https to http.
> The problem is not solved. I've also check if all modules are  
> installed like SOAP::Lite, SOAP::DateTime and even XML::Parser, and  
> everything looks ok.
> Now I'm out of ideas :/

Hi Gawel,

did you try the approach of capturing the traffic between OpenNMS and  
OTRS.

You said you changed the server config from https to http. I assume  
that OTRS is using SSL. Is the certificate self signed perhaps, or  
signed by a CA which does not have a certificate in java's default  
keystore (clutching at straws somewhat here).

Whatever, tcpdump or wireshark to capture the request from OpenNMS to  
OTRS is your friend.

.... J

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[gawellus]

Hi
I tried tcpdump like you said and it seems that no packets are send from Opennms.
I think it could be software side fault but I dont't know which ones.
Probably there is some problem with ticketer plugin it can't create ticket or "create" xml thing. I don't know :/
Regards
Gawel

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