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Version: 22.10

Configuring Open Tickets

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 appears: configure the provider.

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 a 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, users 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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