MoTMa - Monitoring Ticketing Manager

Interface between Monitoring and Service Desk Tools.

MoTMa collects events from your monitoring system and will create incidents on your Service Desk Tool. Corresponding Events will be collected and aggregated. Status changes triggered from the monitoring system will update the incident in the Service Desk Tool.

Getting Started

Supported Monitoring Tools (Event generation)

• GroundWork
• Nagios
• NoMa (Notification Manager)

Supported Service Desk Tools

• BMC Remedy ITSM
• BMC RemedyForce

Missing Monitoring / Service Desk Tools

If your tools are missing. Try to add your own and make a pull request or contact [email protected].

System Requirements

MoTMa was tested on GroundWork 7.2.2 with Nagios 4.3.4. Make sure your Monitoring Tool is equal. MoTMa is only running on Linux.

• Monitoring Tool with Nagios
• Perl Environment
• PosgreSQL database server (except when running on sqlite)

Perl Dependencies

MoTMa is implemented in Perl and uses different modules. Make sure you have installed them in your Perl installation or you can use the folder lib in MoTMa.

• App::Daemon
• Cache::File
• Class::Inspector
• Email::Format
• File::NFSLock
• MIME::Lite
• SOAP::Lite
• Text::Template
• JSON
• HTTP::Request
• LWP::UserAgent
• Log::Log4Perl

Database

You can use sqlite or postgreSQL as your database backend for MoTMa. Depending on your needs you need:

• sqlite3
• postgreSQL 9.x

Configuring Database

When using sqlite you are already ok. The db file will be located in data/data.db.

When using PostgreSQL you have to do some more steps.

User

SQL command to create the user on PostgreSQL:

CREATE USER helpdesk WITH PASSWORD 'helpdesk';

Database

SQL commands to create database and change owner:

CREATE DATABASE helpdesk;
ALTER DATABASE helpdesk OWNER TO helpdesk;

Create tables by importing SQL from data/postgresql/database.sql with command psql:

psql -f data/postgresql/database.sql -d helpdesk

Installation

To install just download this repo and extract it. Change to the folder you like to install MoTMa and clone the repo.

cd /opt/motma

git clone https://github.com/RealStuff/MoTMa.git motma

Configuration

A sample configuration file is located in the etc folder. Change it accordingly.

# Main config file
vi motma/etc/motma.ini

# If you like to change the log behavior edit:
vi motma/etc/motma.l4p

GroundWork

If you are using GroundWork we recommend to install MoTMa in the /usr/local/groundwork/ folder and to add the MoTMa init.d script to the ctlscript.sh in GroundWork. You will find an adapted ctlsript.sh in resources/groundwork.

GroundWork / Nagios

When using Nagios to send notifications you have to add a notification command for MoTMa.

For Hosts:

define command {
        command_name                    host-notify-motma
        command_line                    /usr/local/groundwork/motma/bin/sendEvent.pl -H $HOSTNAME$ -m "$HOSTOUTPUT$" -d $TIMET$ -S $HOSTSTATE$
}

For Services:

define command {
        command_name                    service-notify-itsm
        command_line                    /usr/local/groundwork/motma/bin/sendEvent.pl -H $HOSTNAME$ -s $SERVICEDESC$ -m "$SERVICEOUTPUT$" -d $TIMET$ -S $SERVICESTATE$
}

GroundWork / NoMa

When using NoMa in GroundWork you have to configure some files.

Edit NoMa.yml

1. add a command sendmotma in the command: section to /usr/local/groundwork/noma/etc/NoMa.yml:

  sendmotma: /usr/local/groundwork/noma/notifier/sendMotma.pl

2. add a method sendmotma in the methods: section:

  sendmotma:
    message:
      host:
        ackmessage: "***** NoMa *****\n\nID: $incident_id\nNotification Type: $notification_type\nHost: $host\nAuthor: $authors\nComment: $comments\nState: $status\nLink: http://t-gw-motma-awe/portal-statusviewer/urlmap?host=$host\nInfo: $output\n\nDate/Time: $datetime"
        message: "***** NoMa *****\n\nID: $incident_id\nNotification Type: $notification_type\nHost: $host\nHost Alias: $host_alias\nState: $status\nAddress: $host_address\nLink: http://t-gw-motma-awe/portal-statusviewer/urlmap?host=$host\nInfo: $output\n\nDate/Time: $datetime"
        subject: "NoMa: Host $host is $status"
      service:
        ackmessage: "***** NoMa *****\n\nID: $incident_id\nNotification Type: $notification_type\nAuthor: $authors\nComment: $comments\nService: $service\nHost: $host\nState: $status\n\nLink: http://t-gw-motma-awe/portal-statusviewer/urlmap?host=$host&service=$service\nInfo: $output\n\nDate/Time: $datetime"
        message: "***** NoMa *****\n\nID: $incident_id\nNotification Type: $notification_type\nService: $service\nHost: $host\nHost Alias: $host_alias\nState: $status\nAddress: $host_address\nLink: http://t-gw-motma-awe/portal-statusviewer/urlmap?host=$host&service=$service\nInfo: $output\n\nDate/Time: $datetime"
        subject: "NoMa: Service $service on host $host is $status"
    sendmotma : /opt/motma/bin/NoMaEvent.pl

Configure NoMa in the UI

1. Got to the NoMa UI and add a new Method. This method should be called sendmotma or as named in the previous step.
2. Create a new Notification Rule with the method sendmotmaor add the method sendmotma to an already created Notification rule.

GroundWork MoTMa specific paths

If you installed MoTMa inside /usr/local/groundwork/ you have to change the paths in these files:

• motma/init.d/motma
• motma/etc/motma.l4p
• noma/notifier/sendMotma.pl
• noma/etc/NoMa.yml