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SolarWinds alerts integration with OTRS Ticketing tool.

Hello,

We have tried to integrate SolarWinds alerts with OTRS ticketing system.

Purpose of the integration is to create a ticket in OTRS for node going DOWN and update the ticket when the node comes UP.

To achieve this, we created an alert for node down events and using an external executable program in the alert action section we are able to auto log a ticket in OTRS. And a reset action is used to update on the same ticket when the node status changes to up using the ticket updation APIs.

The script uses APIs, cURL and Swis-PS in-congestion to achieve this integration.The scripts manages to create and update tickets almost all the time. However, we have noticed certain instances in which the script is unable to create or update tickets.

Below is the response for failed instances.

<!DOCTYPE HTML PUBLIC "-//IETF//DTD HTML 2.0//EN">
<html><head>
<title>500 Internal Server Error</title>
</head><body>
<h1>Internal Server Error</h1>
<p>The server encountered an internal error or
misconfiguration and was unable to complete
your request.</p>
<p>Please contact the server administrator at
root@localhost to inform them of the time this error occurred,
and the actions you performed just before this error.</p>
<p>More information about this error may be available
in the server error log.</p>
</body></html>

We are not a powershell or script experts, just tried our hands at scripting with help of the content available online.

We are attaching the ticket scripts, if anyone could help us with some inputs to make it work seamlessly.

attachments.zip

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Accepted answers

All comments

mrxinu

It sounds like your ticketing system is unhappy periodically. So it seems whoever is responsible for it should be monitoring it with a SAM template. Until that's resolved you don't have much choice but to either live with the fact that it's going to be unsuccessful sometimes or implement a retry.

It would look like this:

Attempt to open a ticket.
Check the return code.
If it's 500, try again after some pre-determined period.

sagar.b

Thank you for the reply,

We are using a do loop to check for 200 OK code and retry for 3 times.
Below is the loop , can you suggest if we are doing it correctly or any alteration is required.

do ##Loop to check "HTTP/1.1 200 OK" in the log file##
{
$counter = $counter+1
if (Get-Content E:\OTRSLog\LogCloseTicket$var1.txt | Where-Object {$_.contains("HTTP/1.1 200 OK.")} -OutVariable Result)
{
echo -- $Result
break}

Else
{Start-Sleep -Seconds 10
#$filename = 'C:\SolarWindsScripts\OTRSIntegrationFiles\P1Close\TicketClose'+$var1+'.json'
#$ofilename = 'C:\SolarWindsScripts\OTRSIntegrationFiles\P1Close\TicketCloseOutput'+$var1+'.json'
C:\SolarWindsScripts\curl\bin\curl.exe "">myotrs/.../UpdateTicket" -k --trace E:\OTRSLog\LogCloseTicket$var1.txt --http0.9 -H "Content-Type:application/json" -d $filename -o $ofilename
}
}
until ($counter -eq 3)

mrxinu

I don't see anything wrong with that.

dan_jagnow

This approach looks good. I haven't used OTRS before, but you should also try taking a look at the system log to see if it provides any details about what caused the internal error.