Incident management system integration

Overview

Now Hatohol aims to become the hub among various system management softwares, not only system monitoring tools but also job management tools, incident management tools, log management tools and so on. See also http://www.hatohol.org/about/ (written in Japanese).

About incident management tools, we are planning following features:

• Post tickets to them automatically when focused events are occured.
• Consolidate monitoring information and the ticket information.
• Update the ticket status automatically when it's needed.

At the first step Hatohol supports Redmine as the incident management system to integrate.

Schedule

Hatohol 14.06

Implement basic features: Done (issue #194)

• Support Redmine.
• Post tickets automatically when focused events are occured.
• Show links of posted tickets on the events page.
• Provide a simple setting method (as a part of hatohol-config-db-creator).

Hatohol 14.09

Implement most planning features:

• Enable to configure options from Hatohol client (mid-july).
• Synchronize various statuses of posted tickets with the incident management system.
• Enable to change statuses of posted issues from Hatohol.
• Enable to create tickets from Hatohol manually (for unfocued events).
• Show issue information on the triggers page.
• Add priority mechanism for IssueSender action.
• Resolve obstructions against supporting HA configuration. For example ticket information is currently stored to the local cache DB, it shall be an obstruction for such usage.

Hatohol 14.12 or later

• Introduce plugin mechanism to support various incident management tools.

Usage

For Hatohol 14.06

Setup a Redmine server

• Enable REST API.
  • "Administration" -> "Settings" -> "Authentication" -> "Enable REST web service"
• Prepare a user to post tickets.
• Create a project on it (or use an existing project).

Setup the Hatohol server

Copy hatohol-condig.dat.example and edit it.

  $ cp path/to/hatohol-condig.dat.example hatohol-condig.dat
  $ vi hatohol-config.dat

Then run the hatohol-config-db-creator as usual:

# hatohol-config-db-creator ./hatohol-config.dat

At least you have to edit following two config lines to enable this feature:

issueTracker

Connection settings for a Redmine server.

Format

issueTracker: TYPE, Nickname, Base URL, Project Name, Tracker ID, User name, Password

Example

issueTracker: 0, Redmine, http://redmine.localdomain, incidents, , admin, admin

Descriptions about each fields

• TYPE: Only the following numeric value is currently acceptable
  • 0: Redmine
• Nickname: Any string
• Base URL: The URL of the top of the Redmine server.
• Project Name: Identifire of the project on the Redmine server
  • You entered it on creating the project.
• Issue Tracker ID: An issue tracker ID in the project on the Redmine server (optional)
  • The default tracker will be used when the ID is empty.
• User name: A user name to post issues.
• Password: The password of the user.

issueSenderAction

Conditions of the trigger of posting issues.

Format

issueSenderAction: Issue Tracker ID, Monitoring Server ID, Hostgroup ID, Trigger Severity

Example

issueSenderAction: 1, -1, -1, 3

Descriptions about each fields:

• Issue Tracker ID: A numeric value to specify an issueTracker.
  • The ID value will begin from 1 and be incremented sequentially.
• Monitoring Server ID: A numeric value to specify an monitoring server.
  • The ID value will begin from 1 and be incremented sequentially.
  • "-1" for all servers.
• Hostgroup ID: A numeric value to specify an hostgroup.
  • The ID value is assigned by each monitoring servers. Therefor you should find it on each system's UI.
  • "-1" for all hostgroups.
• Trigger Severity: A numeric value.
  • 0: UNKNOWN
  • 1: INFO
  • 2: WARNING
  • 3: ERROR ("Average" in ZABBIX)
  • 4: CRITICAL ("High" in Zabbix)
  • 5: EMERGENCY ("Disaster" in Zabbix)

Note

On Hatohol 14.06, issues will be posted only when the trigger status is "PROBLEM". It will become customizable by Hatohol 14.09.