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Hi=20
I have a question regarding acknowledgment of service failures. We have ser=
vice desk employees that monitor service failures and delegate service call=
s to technicians. The standard way we have is to acknowledge a problem as s=
oon as someone is working on it. We would like to see different (customizab=
le?) acknowledgment levels.=20
Simple flow would be:=20
1. Service state becoming hard (critical/warning)=20
2. Service desk flags the service as "spotted" or "awaiting technician"=20
3. Service desk calls the relevant technician=20
4. As soon as the technician starts working on the problem he acknowledges =
the problem as "being worked on"=20
I would love to be able to create a list of different acknowledgement level=
s that staff can then set on a service.=20
Is this an idea that has been floated before, worked on?=20
Is there an acceptable way of implementing this if we get someone to work o=
n it? (I would like this included in the Nagios source, I hate maintaining =
patches for every upgrade).=20
- T=C3=B3mas Edwardsson=20
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body { font-family: 'Verdana'; font-si=
ze: 12pt; color: #000000}ody { font-family: 'Ve=
rdana'; font-size: 12pt; color: #000000}HiI have a que=
stion regarding acknowledgment of service failures. We have service desk em=
ployees that monitor service failures and delegate service calls to technic=
ians. The standard way we have is to acknowledge a problem as soon as someo=
ne is working on it. We would like to see different (customizable?) acknowl=
edgment levels.Simple flow would be:1. Service state becoming h=
ard (critical/warning)2. Service desk flags the service as "spotted" or=
"awaiting technician"3. Service desk calls the relevant technician=
4. As soon as the technician starts working on the problem he acknowledges =
the problem as "being worked on"I would love to be able to create a=
list of different acknowledgement levels that staff can then set on a serv=
ice.Is this an idea that has been floated before, worked on?Is =
there an acceptable way of implementing this if we get someone to work on i=
t? (I would like this included in the Nagios source, I hate maintaining pat=
ches for every upgrade).- T=C3=B3mas Edwardsson
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Original poster: [email protected]