Shinken Ticketer

• Creates new incident tickets in ServiceNow for Shinken alarms.

• Utilizes a sqlite database for ticket tracking.

• Resolves incidents and removes ticket info from database when alarm clears.

• Doesn't actually work yet.

Installation:

Clone repo to Shinken installation directory:

$ git clone http://github.com/mikeder/shinken-ticketer

Set script as executable:

$ chmod +x ticketer.py

Create symlink for calling script:

$ ln -s /shinken-ticketer/ticketer.py /usr/bin/ticketer

Shinken Command to use this script:

define command {
    command_name    ticketer
    command_line    /usr/bin/ticketer --type $NOTIFICATIONTYPE$ --host
    $HOSTNAME$ --addr $HOSTADDRESS$ --srvc $SERVICEDESC --output
    $SERVICEOUTPUT$ --state $SERVICESTATE$
  }

TODO:

• Finish ticket generation function (some fields do not populate correctly)
• Add a list of mission critical systems, if they experience a problem alert set impact/urgency of ticket higher (P2)
• Build ticket resolution function
• Add comment with URL to shinken web ui
• Handle recovery
• What about flapping ?
• Auto Init DB if not exists