Acknowledgement is not working as expected

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Acknowledgement is not working as expected

Postby amitgupta19 » Thu Nov 09, 2017 5:31 am

Whenever we receive a alert in Nagios, we create a Incident for the same in the ITSM Tool and acknowledge the alert in the Nagios with the Incident ID.

When that alert gets cleared and comes again it is being noticed that new alert is already acknowledged.

Can anyone help me why new alert is appearing as auto acknowledged?
amitgupta19
 
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Re: Acknowledgement is not working as expected

Postby dwasswa » Thu Nov 09, 2017 2:23 pm

Hi @amitgupta19,

I need you to clarify a few things for me:

Do you have your ITSM Tool integrated with Nagios?

OR
Do you have an Event Handler in Nagios that creates a ticket in your ITSM Tool when Nagios sends an alert?

OR
Do you create the ticket yourself in the ITSM Tool when you receive an alert?

I am asking these questions because the way Nagios works, when you receive an alert and you acknowledge it, Nagios will stop sending alerts

NOTE: There is no feature in Nagios for auto acknowledgment because logically, acknowledgment is a way of telling Nagios that am aware of the problem so stop sending alerts.
dwasswa
 
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Re: Acknowledgement is not working as expected

Postby amitgupta19 » Fri Nov 10, 2017 5:06 am

Do you create the ticket yourself in the ITSM Tool when you receive an alert? ---- Yes we creates the Incident in the ITSM Tool.

Rest other options do not stand correct.

When a alert comes in Nagios and we create the Incident manually in ITSM Tools and Acknowledge it by entering the Incident ID that we opened in ITSM Tool.

When that condition/problem is corrected by the resolver team, the alert goes away in the Nagios Console. Incident in the ITSM tool is closed by the resolver team.

After some time when the alert comes again, it comes in the nagios console already acknowledged with the previous details. Due to this it gets missed to create the new incident in the ITSM Tool.

This problem is happening with some alerts not with all the alerts.

I hope that now i am able to clarify the problem that i am facing.

Please suggest.
amitgupta19
 
Posts: 53
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Re: Acknowledgement is not working as expected

Postby dwasswa » Fri Nov 10, 2017 2:13 pm

Hi @amitgupta19,

It is possible that you have some duplicate processes running.

Please stop Nagios by running the following commands:

If you are running ubuntu...sudo service nagios stop
If you are running centos...service nagios stop

Then run this command to kill nagios...pkill -9 -u nagios

Finally, restart Nagios with the following command... if you are running centos, run thisservice nagios start
if you are running ubuntu, run thissudo service nagios start
Please verify for me the version of Nagios Core you are running as well.

Please follow the steps above and let me know if that solves your issue.
dwasswa
 
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Re: Acknowledgement is not working as expected

Postby amitgupta19 » Mon Nov 13, 2017 8:41 am

Version is Nagios Core 3.3.1
OS version is Cent OS.
Whenever we add a new server to the monitoring, we restart the Nagios .
Is this restart is different from the one that you have suggested?
amitgupta19
 
Posts: 53
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Re: Acknowledgement is not working as expected

Postby dwasswa » Mon Nov 13, 2017 5:57 pm

Hi @amitgupta19,

The command needed to restart a service can be different for centos versions:

Centos 6:
service nagios restart

Centos 7:
systemctl restart nagios

Please let me know if you have any questions.
dwasswa
 
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