Integration Nagios3 withServiceNow

[Alex_galych]

Hello.
I'm trying setup automatically sending notifications to ServiceNow.
I have used this guide: https://support.nagios.com/kb/article.php?id=552

All steps, before "Create Notification Commands" successfully, have been made successfully

But when I run command:

./sn_ticketer.pl --page="incident.do" --host="$HOSTNAME$" --state="$HOSTSTATE$" --category="Nagios" --short_description="$HOSTNAME$ is $SERVICESTATE$" --description="Host: $HOSTNAME$\nState: $HOSTSTATE$\nTime: $LONGDATETIME$\nDescription: $HOSTOUTPUT$\n\n"

I get following error:

Cleaning up archived DB entries older than TTL
Config loaded.
Message hash for this alert is: 942d6adecde04c7f2656aa33c6ffb25c
Can't call method "rows" on an undefined value at ./sn_ticketer.pl line 54.



Somebody knows how can I resolve this error?

[bolson]

Hello Alex,

The error message suggests that the query:

Code: Select all

"SELECT id FROM tbl_sn_ticket_tracker WHERE hostname = ? AND servicename = ? AND date_modified > DATE_SUB(NOW(), INTERVAL ? MINUTE)"

Is not returning any rows of data. Can you re-check your configuration?

[Alex_galych]

Hello!
Thank you for replay.

"Is not returning any rows of data. Can you re-check your configuration? " -- how can I check it?

The only result is "Can't call method "rows""

But for testing I have commented the following lines:

Code: Select all

if ($dbResults->rows >= $hrMainConf->{'storm_watch'}->{'sw_service_tickets'}) {
      snt_log("Service: $ARGV{'service'} has tried to log too many tickets");
      $dbResults->finish();
    $bWriteHoldDown = 1;
}

And now script is working:

root@nagios3:/etc/nagios-plugins/config# ./sn_ticketer.pl --page="incident.do" --host="$HOSTNAME$" --state="$HOSTSTATE$" --category="Nagios" --short_description="$HOSTNAME$ is $SERVICESTATE$" --description="Host: $HOSTNAME$\nState: $HOSTSTATE$\nTime: $LONGDATETIME$\nDescription: $HOSTOUTPUT$\n\n"

Code: Select all

Cleaning up archived DB entries older than TTL
Config loaded.
Message hash for this alert is: a1c6b279e8b544cf22de56ef85f05835
Ticket track enabled using database.
Existing ticket found, updating.
Ticket related to SN ID: c279cfcadb984300da15d5f0cf9619b2 has been updated.
Completed succesfully.

I didn't learn Perl language. Do this action can resolve the issue?


############################
Then I added lines to the file /etc/nagios3/commands.cfg:

Code: Select all

# 'notify-host-by-snt_service_now' command definition
define command{
        command_name    notify-host-by-snt
        command_line    /etc/nagios-plugins/config/sn_ticketer.pl --page="incident.do" --host="$HOSTNAME$" --state="$HOSTSTATE$" --category="Nagios" --short_description="$HOSTNAME$ is $SERVICESTATE$" --description="Host: $HOSTNAME$\nSta$
        }

# 'notify-service-by-snt_service_now' command definition
define command{
        command_name    notify-service-by-snt
        command_line    /etc/nagios-plugins/config/sn_ticketer.pl --page="incident.do" --host="$HOSTNAME$" --state="$HOSTSTATE$" --category="Nagios" --short_description="$SERVICEDESC$ on $HOSTNAME$ is   $SERVICESTATE$" --description="Ho$
        }

When test service is down Nagios3 sends email notification but doesn't send event notification to the ServiceNow Instance.

[bolson]

Run the following command with the password you created when you installed the service now integration package:

Code: Select all

mysql -u servicenow -p your_password -h localhost

Then run the following commands from the mysql prompt:

Code: Select all

mysql>use nagsnt
mysql>select * from tbl_sn_ticket_tracker;

And post your results.

[Alex_galych]

Code: Select all

mysql> use nagsnt

Reading table information for completion of table and column names
You can turn off this feature to get a quicker startup with -A

Database changed
mysql> select * from tbl_sn_ticket_tracker;
+----+-----------+-------------+---------------------+---------------------+---- ------------------------------+----------+----------------------------------+
| id | hostname | servicename | date_created | date_modified | sys _id | archived | message_hash |
+----+-----------+-------------+---------------------+---------------------+---- ------------------------------+----------+----------------------------------+
| 1 | GFL-1495$ | NULL | 2017-08-02 11:17:38 | 2017-08-03 11:52:25 | c27 9cfcadb984300da15d5f0cf9619b2 | false | 2977d27d346ce7e9332c7a2237d36d08 |
+----+-----------+-------------+---------------------+---------------------+---- ------------------------------+----------+----------------------------------+
1 row in set (0,00 sec)

[bolson]

When you run the command:

Code: Select all

./sn_ticketer.pl --page="incident.do" --host="$HOSTNAME$" --state="$HOSTSTATE$" --category="Nagios" --short_description="$HOSTNAME$ is $SERVICESTATE$" --description="Host: $HOSTNAME$\nState: $HOSTSTATE$\nTime: $LONGDATETIME$\nDescription: $HOSTOUTPUT$\n\n" 

Are you populating the argument variables $HOSTNAME$, $HOSTSTATE$, $SERVICESTATE$, $LONGDATETIME$, and $HOSTOUTPUT$ with actual data?

Can you copy and paste the command exactly as you're running it?

[Alex_galych]

Hello!

Nagios:/etc/nagios-plugins/config# ./sn_ticketer.pl --page="incident.do" --host="$HOSTNAME$" --state="$HOSTSTATE$" --category="Nagios" --short_description="$HOSTNAME$ is $SERVICESTATE$" --description="Host: $HOSTNAME$\nState: $HOSTSTATE$\nTime: $LONGDATETIME$\nDescription: $HOSTOUTPUT$\n\n"
Cleaning up archived DB entries older than TTL
Config loaded.
Message hash for this alert is: 35c08880b511e773104996136e161478
Ticket track enabled using database.
Existing ticket found, updating.
Ticket related to SN ID: c279cfcadb984300da15d5f0cf9619b2 has been updated.
Completed succesfully.


In attachment there is my field_map.ini file which contains parameters using by sn_ticketer.pl script

[Alex_galych]

Hello!
I have found a new incident in the ServiceNow instance from Nagios. I expected to see them on All Events of Event management.
https://gyazo.com/c37c67f4cb95d5ea740cdc5a18914f90

Also I have error if run manualy:
SOAP-ENV:Server com.glide.processors.soap.SOAPProcessingException: Web service update called for a missing record: c279cfcadb984300da15d5f0cf9619b2 com.glide.processors.soap.SOAPProcessingException: Web service update called for a missing record: c279cfcadb984300da15d5f0cf9619b2

Most of fields don't populate. How can I fix it?

[Alex_galych]

So, I rebuld config_file using this command:

Code: Select all

sn_ticketer.pl --page='[b]em_event.do[/b]' --buildmap

Then, I run command:
./sn_ticketer.pl --page="em_event.do" --host="$HOSTNAME$" --state="$HOSTSTATE$" --category="Nagios" --short_description="$HOSTNAME$ is $SERVICESTATE$" --description="Host: $HOSTNAME$\nState: $HOSTSTATE$\nTime: $LONGDATETIME$\nDescription: $HOSTOUTPUT$\n\n"

Now all new events appear in the "All events".

But still the most fields are empty. What is a reason of this problem?

[mcapra]

The fields might be empty because those macros (like $HOSTNAME$ and $HOSTSTATE$) are evaluated within Nagios Core at run-time. They are not present as proper Linux environment variables unless you have enable_environment_macros enabled. Even then, since there is no context under which a $HOSTNAME$ exists when you're running it as a one-off from the CLI, you might still have empty fields.

Try plugging in simple plain-text values to see if the fields are properly populated.