Rapid Response - Acknowledge Error in nagios.log

[brdr]

Hi,

We use XI 2014R2.7

We have users that receive notifications via a distribution list configured in outlook. When users receive notification they acknowledge the alert by using the Rapid Response link that is inside the email. When users acknowledge, Nagios will write this failure into the nagios.log.

[1444672744] Error: External command failed -> ACKNOWLEDGE_SVC_PROBLEM;bed-600-54;Memory Usage;1;1;1;it-remedy;
[1444672744] External command error: Command failed

it-remedy is a user/contact configured in nagios. User Jane Doe accepts via Rapid Response and has permission to see host bed-600-54.

Is there a reason why the external command fails?

Thanks

[lmiltchev]

Can you show us the "Memory Usage" service definition? Also, go to Admin->Manage Users->it-remedy->Edit and show a screenshot of the "Security Settings" section.

[brdr]

please find attached service def and screen shot. Thx.

[lmiltchev]

Is "it-remedy" set as a monitoring contact on "Memory Usage"? I don't see the contacts directive, i.e:

Code: Select all

contacts			it-remedy

[brdr]

We have it-remedy defined are part of the remedy group, snippet from objects.cache below. I would expect (could be a bad assumption ) that when the notification went out anyone of the members would be able to successfully reply via Rapid Response without issue. Are you saying that there needs to be an explicit 'contacts it-remedy' in order for this to work?

define contactgroup {
contactgroup_name remedy_cg
alias Remedy Contact Group
members skourt,jdoe,it-remedy
}

[brdr]

I think I figured it out. There isn't an issue with contact configuration.

The issue is when the Rapid Response URL link is used a comment MUST be accompanied when acknowledging the alert. If there is no comment it will fail. I did a test from the command line using the external command ACKNOWLEDGE_SVC_PROBLEM on our Nagios server.

[1444831257] GLOBAL SERVICE EVENT HANDLER: bed-950-41;Memory Usage;WARNING;SOFT;13;xi_service_event_handler
[1444831364] Error: External command failed -> ACKNOWLEDGE_SVC_PROBLEM;bed-950-41;Memory Usage;1;1;1;it-sharepoint; <------------------------ NO COMMENT
[1444831364] External command error: Command failed
[1444831438] SERVICE NOTIFICATION: it-windows;bed-950-41;Memory Usage;ACKNOWLEDGEMENT (WARNING);xi_service_notification_handler;WARNING - [Triggered by _MemUsed%>85] - Physical Memory: Total: 18GB - Used: 15.659GB (87%) - Free: 2.341GB (13%);it-sharepoint;Test-Don-troubleshooting
[1444831438] SERVICE NOTIFICATION: it-sharepoint;bed-950-41;Memory Usage;ACKNOWLEDGEMENT (WARNING);xi_service_notification_handler;WARNING - [Triggered by _MemUsed%>85] - Physical Memory: Total: 18GB - Used: 15.659GB (87%) - Free: 2.341GB (13%);it-sharepoint;Test-Don-troubleshooting

Question. Is there any adjustment that can be made somehow so the command doesn't fail when a comment is not provided?

Thx

[tmcdonald]

This would need to be fixed in Core most likely, otherwise we could try and include a "dummy" comment if one is not given by the user. A bug report can be filed here:

https://github.com/NagiosEnterprises/na ... issues/new

or I can make one on your behalf. Let me know!

[brdr]

If you could file one on my behalf that would be great. Thx. Please close.

[tmcdonald]

Filed for Core here:

https://github.com/NagiosEnterprises/na ... /issues/82

so I'll be closing this thread now!