Zabbix + OTRS integration

This document is intended to perform the integration of Zabbix with OTRS.

Prerequisites:

1. Server with OTRS 5 installed (Already tested in version 6)

2. Server with zabbix 3.2.7 or higher installed (Already tested in version 3.4.1)

3. Be sure to use the Epel repository

    # yum install epel-release
   

The walkthrough is in the document zabbix-otrs-XX.pdf.

Commands

    # yum install python python-pip -y

    # pip install python-otrs
    
    # pip install zabbix-api

    # yum install cpan -y

    # scp /opt/otrs/bin/otrs.CheckModules.pl root@zabbix:/tmp/

    # perl -MCPAN -e otrs.CheckModules.pl

    # yum install "perl(ExtUtils::MakeMaker)" "perl(Sys::Syslog)" -y

    # yum install "perl(Archive::Tar)" "perl(Archive::Zip)" "perl(Crypt::Eksblowfish::Bcrypt)" "perl(Crypt::SSLeay)" "perl(Date::Format)" "perl(DBD::Pg)" "perl(Encode::HanExtra)" "perl(IO::Socket::SSL)" "perl(JSON::XS)" "perl(Mail::IMAPClient)" "perl(IO::Socket::SSL)" "perl(ModPerl::Util)" "perl(Net::DNS)" "perl(Net::LDAP)" "perl(Template)" "perl(Template::Stash::XS)" "perl(Text::CSV_XS)" "perl(Time::Piece)" "perl(XML::LibXML)" "perl(XML::LibXSLT)" "perl(XML::Parser)" "perl(YAML::XS)" -y

    # yum install perl-SOAP-Lite -y

    # cp /tmp/criar_chamado_zabbix.py /usr/lib/zabbix/alertscripts/

    # cp /tmp/fechar_chamado_zabbix.pl /usr/lib/zabbix/alertscripts/

Scripts

Test

    python criar_chamado_zabbix.py --otrs {IP_OTRS} --webservice ZabbixOTRS --user {USER} --pass {PASSWORD} --customer {COSTUMER} --title "Test of ticket" --desc "Description of ticket" --queue "{QUEUE}" --service "{SERVICE}" --sla "{SLA}"

Action on Zabbix for create

    /bin/python /usr/lib/zabbix/alertscripts/criar_chamado_zabbix.py --otrs 10.20.19.47 --webservice ZabbixOTRS --user otrs.isaac --pass pass.isaac --customer alexander --title "PROBLEM: {TRIGGER.SEVERITY} - {TRIGGER.NAME} - {TRIGGER.STATUS}" --desc "The host below is having problems.
    Name of host: {HOST.HOST}
    Name of item: {ITEM.NAME}
    Name of trigger: {TRIGGER.NAME}
    Status of trigger: {TRIGGER.STATUS}
    Severity of trigger: {TRIGGER.SEVERITY}
    Event date: {EVENT.DATE} {EVENT.TIME}
    Actual date: {DATE} {TIME}
    Trigger ID: {TRIGGER.ID}
    Event ID: {EVENT.ID}
    Total time of event: {EVENT.AGE}" --queue "Infra" --service "INFRASTRUCTURE::SERVER::LINUX" --sla "HIGH::2" --triggerid "{TRIGGER.ID}" --host "{HOST.NAME}" --status "Incident" --eventid "{EVENT.ID}"

Action on Zabbix for close

    perl /usr/lib/zabbix/alertscripts/fechar_chamado_zabbix.pl -subject 'Standard Incident' -body 'The incident was standardized' -triggerid "{TRIGGER.ID}"

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