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Configuring Open Tickets

This page is intended for the administrators who will set up Open Tickets so that operators can create and close tickets in Centreon.

Step 1: Create a notification rule​

  1. To create a notification rule, go to Configuration > Notifications > Open Tickets > Rules and then click Add.
  2. Select a provider (the tool in which you want to open the tickets): the form is updated with default fields for this integration.
  3. Adapt the form to your needs, according to how your provider works.
  4. Fill in the form.

Step 2: Add a custom macro to all host and service templates​

You must add a custom macro to the host and service templates that will apply to all hosts and services; i.e. generic-active-host-custom and generic-active-service-custom.

  1. Go to Configuration > Hosts > Templates.
  2. Look for the generic-active-host-custom template, then edit it.
  3. Add a TICKET_ID macro and then click Save.
  4. Do the same for services (look for the generic-active-service-custom template in the Configuration > Services > Templates page).

Step 3: Configure the widgets where users will be able to open and close tickets​

Open Tickets can be used in 2 different places in Centreon:

Typically, you would add the same widget twice, to create 2 different views:

  • a view that will allow users to open tickets
  • a view that will allow users to view all open tickets, and to close them (whether the ticket is also closed in the ITSM tool depends on the provider).

Make sure you give your two widgets relevant titles so that your users know which is which.

  1. Go to Home > Dashboards, select your dashboard and add two Resource table widgets.

  2. In the Widget properties and Value settings sections, fill in the properties you want. Check carefully which statuses, states and status types you want the widget to display. To ensure consistency between displayed resources, apply the same parameters to both widgets.

  3. Set the parameters for your tickets in the Ticket management section (including the Rule you created at step 1):

    • In the first widget, to create a view that will allow users to open tickets, select Resources with no tickets.
    • In the second widget, to create a view that will allow users to view all open tickets and to close them, select Resources linked to a ticket.

  4. Save your changes.

Your dashboard now displays two Resource table widgets containing your two views.

  • When a user creates a ticket on a service, the service is automatically acknowledged.
  • When a user creates a ticket on a host, all services for this host will be included in the ticket and displayed in the "open tickets" widget.
  • When a user closes a ticket, if your provider allows it, the ticket will be automtically closed in your ITSM tool too.