How to send alerts as tickets to BMC Remedy

[caterpillartce]

Hello,

I am working with our company's Remedy support and they gave me a perl script to put in /usr/local/nagios/libexec, but said I need to configure in Nagios to trigger this script when alerts happen... And since they are Remedy support, they don't know where or how to configure it in Nagios. I don't seem to be able to find a place to configure notification methods besides email and text... Please help.

Thanks
Jessica Zhang

[bwallace]

Nagios refers to this as an 'event handler' where, just as you said, Nagios will trigger this script whenever a specific alert occurs. The following doc will get you going on how to configure an event handler.
https://assets.nagios.com/downloads/nag ... ios-XI.pdf

[SteveBeauchemin]

I just started down that path - Nagios to Remedy - and am using Quick Actions to send information to the script tying them together. Each Host and Service has an item on the Quick Action menu and you can click it to send a ticket. Not an automatic thing as that could be a disaster if all your systems go Red for some reason.

Let me know if you are interested and I will provide the quick action syntax I used. You already have a script.

Steve B

[bwallace]

Appreciate the alternative route there, Steve. I had not considered Quick Actions for this - thanks for posting that.
OP, keep us posted as to what path you take....

[caterpillartce]

Thanks Steve and bwallace for your replies.

Steve - did you mean when a host or service has an alert, somebody need to click that item in Quick Action menu to trigger a ticket? If so I am afraid we need an automated way to send tickets with the many problems we have been seeing on all our servers.

bwallace - 1. Do I need to configure the event handler for all my services one by one? (I assume I need to do it on the Services, not Hosts?)
2. Is this in addition to the email/text alerts we are getting, or will it replace the email/text alerts?

Thanks so much for the help!

[bwallace]

A big time saver would be to create a service template for the event handler then simply apply that template to whatever hosts/services you want. See Section III of the doc in my earlier post - instead of adding the event handler directly to a host, create a new Service template and the instructions are the same after that, go to the Check Settings tab,etc....

The other part to your question, the current Nagios XI email notifications configured for these hosts/services are independent of the event handler and will continue to run independently after you set up the event handler.

[caterpillartce]

well I created command and used it in service template as event handler to call the script I was given by the Remedy team; then applied the service template to a service that we can test. But it didn't work. The event log in Nagios web interface shows this error:

wproc: stderr line 01: execvp(/usr/local/nagios/libexec/send_to_bmc.pl, ...) failed. errno is 2: No such file or directory

send_to_bmc.pl is the script I was given and I placed it in the directory showing in the error above, and I checked it has the correct permission to be executed...

but why Ngaios didn't seem to be able to find it?

Help please...

Thanks!!

[bwallace]

Even though you checked it already, we still need to verify those permissions. Can you post the output of ll /usr/local/nagios/libexec/send_to_bmc.pl

[caterpillartce]

-rwxr-xr-x 1 root nagios 11519 Oct 6 09:39 /usr/local/nagios/libexec/send_to_bmc.pl

[lmiltchev]

well I created command and used it in service template as event handler to call the script I was given by the Remedy team; then applied the service template to a service that we can test.

Can you show us the configs for the service that you are testing, the service template, and the command that you created?