Skip to main content
Version: 23.04

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:

image

Define Rule name and select Provider:

image

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:

image

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:

image

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

image

User guide​

Open a ticket​

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

image

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

image

Once the ticket created the popup displays the ticket ID:

image

Select objects disappear form the widget to open tickets:

image

Close a ticket​

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

image

The ticket is closed (only for Centreon):

image

Select objects disappear form the opened tickets widget:

image

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

image

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

image

Commands​

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

image