OTRS – Problem Between OTRS 3.1.6 and SystemMonitoring

Posted on September 21, 2012

After spending 2 days beating my head against the wall, I found out that there’s a bug or two, in OTRS or SystemMonitoring, that prevents SystemMonitoring 2.3.2 and 2.3.3 from working correctly with OTRS 3.1.6.  What I was seeing was that if Nagios would send a “DOWN” or “CRITICAL” message to OTRS, SystemMonitoring wouldn’t create a new ticket on its own if there was already ANY kind of open ticket.  It would simply add the message as an update to the newest ticket in the system.  Also, if Nagios sent an “UP” or “OK” message, SystemMonitoring would add that to the newest ticket and close that ticket.

It appears that the problem was probably in OTRS and not SystemMonitoring, but maybe not.  What I was seeing though was that on OTRS 3.1.6, neither SystemMonitoring 2.3.2 nor 2.3.3 would work, but in OTRS 3.1.10, both SystemMonitoring 2.3.2 and 2.3.3 work.  That would indicate to me that the problem was OTRS.

Jeff Eske

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