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Ticketing

The Centreon Open Tickets is a community module developed to create tickets to an ITSM platform using API.

Once done provider configuration, the module allows for an operator to create tickets for hosts and services in a non-ok state using a dedicated widget. Indeed, a button associated with each host or service allows you to connect to the API and create the ticket while offering the possibility to acknowledge in same time the object.

Regarding the widget configuration, it is possible to see the created tickets by presenting tickets ID and date of creation of these.

Installation​

Installing packages​

Execute the following command:

yum install centreon-open-tickets

UI installation​

After installing the rpm, you have to finish the module installation through the web frontend. Go to Administration > Extensions > Manager menu and search Open Tickets. Click on Install selection:

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Your Centreon Open Tickets Module is now installed.

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Configuration​

Select a provider​

The module offers many ready-to-use providers listed in the dedicated integration section.

Each provider has its own configuration, however, adding a provider in Centreon can be done in the following way:

Go to the Configuration > Notifications > Open Tickets > Rules menu. Click on Add button:

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Define Rule name and select Provider:

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A new form appear. Configure the provider regarding his own configuraition.

Hosts & services​

In order for resources (hosts and services) to receive a ticket number, it is necessary to add a personalized macro to them.

The best way is to create these macros in a host template and a service template inherited by all objects using models from which all resources will inherit.

Go to the Configuration > Hosts > Templates menu and look for the generic-active-host-custom template and edit this one. Add the macro TICKET_ID and click on Save:

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Go to the Configuration > Services > Templates menu and look for the generic-active-service-custom template and edit this one. Add the macro TICKET_ID and click on Save:

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Widget configuration​

To use the widget you have to add it into a custom view. Go to Home > Custom Views menu, select your view and click on Add widget button.

Define a title for your widget (for example: Open-Tickets) and select the widget Open Tickets. Do the same manipulation to add again this widget.

On the first widget, to open ticket, click on the configuration button:

  • Select the Rule previously defined
  • Don’t check the box Opened Tickets
  • Select other filters
  • Don’t check the boxes Display Ticket ID and Display Ticket Time

On the second widget, to display opened tickets, click on the configuration button:

  • Select the Rule previously defined
  • Check the box Opened Tickets
  • Select other filters
  • Check the boxes Display Ticket ID and Display Ticket Time

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User guide​

Open a ticket​

To open a ticket, select object using checkbox and in the -- More actions -- menu select needed action:

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A popup appear to define a comment. Click on Open button to open ticket:

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Once the ticket created the popup displays the ticket ID:

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Select objects disappear form the widget to open tickets:

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Close a ticket​

To close a ticket, select object using checkbox and in the -- More actions -- menu select needed action:

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The ticket is closed (only for Centreon):

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Select objects disappear form the opened tickets widget:

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Advanced configuration​

This module offers ready-to-use providers. However, depending on the configuration of your ITSM, it may be necessary to modify these to adapt them to your environment.

List definition​

Before opening a ticket, an user can choose some options in a popup. An option can be a select list. In the configuration provider, you can configure it in Lists and Custom list definition. For each entry in Lists, you can define:

  • Id : alphanumeric value (must be unique)
  • Label : displayed in the popup
  • Type : which kind of list. There is 3 kinds of lists
    • Provider lists (data from the ticketing software directly)
    • Centreon lists (like Host group)
    • Custom lists (data from Custom list definition configuration. Id fields must be identical)
  • Mandatory : checked it if the user needs to set the option

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The module stores the user list selection in an array (can be used in smarty section like body or mapping ticket arguments). There are 3 fields (LIST_ID must be replaced):

  • {$select.LIST_ID.id}
  • {$select.LIST_ID.value}
  • {$select.LIST_ID.label}

Chaining rules​

After opening a ticket, you may need to send an email. The chaining rules system is designed to do it:

  • Create a new rule with the name emailme and the provider Mail
  • Configure the emailme in the rule of your opening system

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Commands​

After opening a ticket, you can also configure some commands to be executed.

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