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Customizing tickets

The body of the ticket to be created is managed by the text block located in the Body list definition field, on the Configuration > Notifications > Open Tickets > Rules page. It uses the syntax of the Smarty templating language.

Default ticket body​

By default, the ticket body definition is as follows (the same definition handles both opening a ticket on a host and opening a ticket on a service):

{$user.alias} open ticket at {$smarty.now|date_format:"%d/%m/%y %H:%M:%S"}

{$custom_message}

{include file="file:$centreon_open_tickets_path/providers/Abstract/templates/display_selected_lists.ihtml" separator=""}

{if $host_selected|@count gt 0}
  {foreach from=$host_selected item=host}
    Host: {$host.name}
    State: {$host.state_str}
    Duration: {$host.last_hard_state_change_duration}
    Output: {$host.output|substr:0:1024}
  {/foreach}
{/if}

{if $service_selected|@count gt 0}
  {foreach from=$service_selected item=service}
    Host: {$service.host_name}
    Service: {$service.description}
    State: {$service.state_str}
    Duration: {$service.last_hard_state_change_duration}
    Output: {$service.output|substr:0:1024}
{/foreach}
{/if}

If a ticket is opened on a service using this template, it may give the following results:

t.rex open ticket at 03/02/2025 16:50:35

This is a test ticket

Urgency: 1
Priority: 1
Category: Food

Host: srv-Earth
Service: health
State: Critical
Duration: 5m
Output: a meteorite has just crashed on srv-Earth

Customization​

You can customize the contents of the ticket body. You can :

  • add static text to the ticket body.
  • define fields to be displayed in the ticket creation popup, to be filled in by the user. Information entered by the user will be inserted into the ticket body when the ticket is created.
  • add to the ticket body information specific to the resource on which the ticket is created or to the user creating the ticket, using pre-configured Smarty variables or functions.
  • use standard Smarty functions (not covered by this documentation), e.g. @count like in $service_selected|@count.