OpenNMS 1.6.7 OTRS 2.4 integration

[Wesley Song]

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

I am using OpenNMS 1.6.7 stable with OTRS 2.4.4.  I have the OpenNMS configured so that it is inserting tickets into OTRS just fine.  It creates the ticket, but running into a problem with 2 things.

1.       The tickets are not auto closing.  They receive an update that it has been closed by OpenNMS but its an update and not a status change.

2.       The times for the tickets are all crazy. 

e.g.  Switch11 outage identified on interface <ipremoved> on with reason c[..] 348903 hours

 

My otrs.properties file is as follows.

 

otrs.endpoint=http://localhost/otrs/opennms.pl

otrs.username=opennms

otrs.password=opennms

otrs.state=new

otrs.priority=3 normal

otrs.lock=unlock

otrs.queue=Monitoring

otrs.articletype=note-external

otrs.defaultuser=root@localhost

otrs.articlefrom=<removed>

otrs.articlesendertype=agent

otrs.articlecontenttype=text/html; charset=ISO-8859-15

otrs.articlehistorycomment=update by OpenNMS

otrs.articlehistorytype=OwnerUpdate

otrs.ownerid=1

otrs.validopenstateid=1, 4, 6, 7, 8

otrs.validclosedstateid=2, 3, 9

otrs.validcancelledstateid=5

otrs.openstateid=1

otrs.closedstateid=2

otrs.cancelledstateid=5

otrs.ticketopenedmessage=Ticket opened by OpenNMS

otrs.ticketclosedmessage=Ticket closed by OpenNMS

otrs.ticketcancelledmessage=Ticket cancelled by OpenNMS

otrs.ticketupdatedmessage=Ticket updated by OpenNMS

otrs.articleupdatesubject=Ticket update from OpenNMS

 

Wesley Song / Sr. Systems Engineer
2150 West 6th Avenue, Suite H
Broomfield, Colorado 80020
Voice: 303-544-1111  ext. 103
Fax: [phone]

[hidden email]

http://www.roomlinx.com
Stock Symbol: RMLX

 

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[David Hustace]

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

On Oct 20, 2009, at 7:26 PM, Wesley Song wrote:

I am using OpenNMS 1.6.7 stable with OTRS 2.4.4.  I have the OpenNMS configured so that it is inserting tickets into OTRS just fine.  It creates the ticket, but running into a problem with 2 things.

1.       The tickets are not auto closing.  They receive an update that it has been closed by OpenNMS but its an update and not a status change.

Can you check the logs of the OTRS system?

David Hustace

The OpenNMS Group, Inc.

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Come build with us! The BlackBerry(R) Developer Conference in SF, CA
is the only developer event you need to attend this year. Jumpstart your
developing skills, take BlackBerry mobile applications to market and stay
ahead of the curve. Join us from November 9 - 12, 2009. Register now!
http://p.sf.net/sfu/devconference
_______________________________________________
Please read the OpenNMS Mailing List FAQ:
http://www.opennms.org/index.php/Mailing_List_FAQ

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[jonathan sartin]

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

On 21 Oct 2009, at 00:26, Wesley Song wrote:

I am using OpenNMS 1.6.7 stable with OTRS 2.4.4.  I have the OpenNMS configured so that it is inserting tickets into OTRS just fine.  It creates the ticket, but running into a problem with 2 things.

1.       The tickets are not auto closing.  They receive an update that it has been closed by OpenNMS but its an update and not a status change.

2.       The times for the tickets are all crazy. 

e.g.  Switch11 outage identified on interface <ipremoved> on with reason c[..] 348903 hours

 

Wesley,

did you install the SOAP::DateTime CPAN module on your OTRS server?

Are you using 2 as your closed stateID in your OTRS installation as defined in otrs.properties?

What does the OTRS log file say?

Cheers ... J

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