zabbix_export:
version: '7.0'
media_types:
- name: 'OTRS CE'
type: WEBHOOK
parameters:
- name: alert_message
value: '{ALERT.MESSAGE}'
- name: alert_subject
value: '{ALERT.SUBJECT}'
- name: event_id
value: '{EVENT.ID}'
- name: event_nseverity
value: '{EVENT.NSEVERITY}'
- name: event_source
value: '{EVENT.SOURCE}'
- name: event_update_message
value: '{EVENT.UPDATE.MESSAGE}'
- name: event_update_status
value: '{EVENT.UPDATE.STATUS}'
- name: event_value
value: '{EVENT.VALUE}'
- name: otrs_auth_password
value: '<PUT YOUR USER PASSWORD>'
- name: otrs_auth_user
value: '<PUT YOUR USER NAME>'
- name: otrs_customer
value: '<PUT YOUR CUSTOMER EMAIL>'
- name: otrs_default_priority_id
value: '3'
- name: otrs_queue
value: '<PUT YOUR QUEUE NAME>'
- name: otrs_ticket_id
value: '{EVENT.TAGS.__zbx_otrs_ticket_id}'
- name: otrs_ticket_state
value: new
- name: otrs_time_unit
value: '0'
- name: otrs_url
value: '<PUT YOUR ((OTRS)) CE URL>'
- name: trigger_id
value: '{TRIGGER.ID}'
- name: zabbix_url
value: '{$ZABBIX.URL}'
status: DISABLED
script: |
var OTRS = {
params: {},
entrypoint: 'nph-genericinterface.pl/Webservice/ZabbixTicketConnector/Ticket',
setParams: function (params) {
if (typeof params !== 'object') {
return;
}
OTRS.params = params;
if (typeof OTRS.params.url === 'string') {
if (!OTRS.params.url.endsWith('/')) {
OTRS.params.url += '/';
}
}
},
addDynamicFields: function (data, fields) {
if (typeof fields === 'object' && Object.keys(fields).length) {
data.DynamicField = [];
Object.keys(fields)
.forEach(function(field) {
if (field !== undefined) {
if (fields[field].match(/^\d{4}[.-]\d{2}[.-]\d{2}$/)) {
fields[field] = fields[field].replace(/\./g, '-');
}
data.DynamicField.push({Name: field, Value: fields[field]});
}
});
}
return data;
},
request: function (method, query, data) {
['url', 'auth_user', 'auth_password', 'queue',
'customer', 'ticket_state', 'default_priority_id', 'time_unit'].forEach(function (field) {
if (typeof OTRS.params !== 'object' || typeof OTRS.params[field] === 'undefined'
|| OTRS.params[field] === '' ) {
throw 'Required param is not set: "' + field + '".';
}
});
var response,
request = new HttpRequest(),
url = OTRS.params.url + query +
'?UserLogin=' + encodeURIComponent(OTRS.params.auth_user) +
'&Password=' + encodeURIComponent(OTRS.params.auth_password);
if (typeof OTRS.HTTPProxy !== 'undefined' && OTRS.HTTPProxy.trim() !== '') {
request.setProxy(OTRS.HTTPProxy);
}
request.addHeader('Content-Type: application/json');
if (typeof data !== 'undefined') {
data = JSON.stringify(data);
}
Zabbix.log(4, '[ OTRS Webhook ] Sending request: ' +
url + ((typeof data === 'string') ? (' ' + data) : ''));
switch (method) {
case 'get':
response = request.get(url, data);
break;
case 'post':
response = request.post(url, data);
break;
case 'put':
response = request.put(url, data);
break;
default:
throw 'Unsupported HTTP request method: ' + method;
}
Zabbix.log(4, '[ ((OTRS)) CE Webhook ] Received response with status code ' + request.getStatus() + ': ' + response);
if (request.getStatus() < 200 || request.getStatus() >= 300) {
var message = 'Request failed with status code ' + request.getStatus();
message += ': ' + response;
throw message + ' Check debug log for more information.';
}
if (response !== null) {
try {
response = JSON.parse(response);
}
catch (error) {
Zabbix.log(4, '[ ((OTRS)) CE Webhook ] Failed to parse response received from ((OTRS)) CE');
response = null;
}
}
if (typeof response.Error !== 'undefined'
&& Object.keys(response.Error).length > 0) {
message = 'Request failed: ' + JSON.stringify(response.Error);
}
return {
status: request.getStatus(),
response: response
};
},
createTicket: function(subject, message, priority, fields) {
var result,
data = {
Ticket: {
Title: subject,
Queue: OTRS.params.queue,
State: OTRS.params.ticket_state,
PriorityID: priority || OTRS.params.default_priority_id,
CustomerUser: OTRS.params.customer
},
Article: {
Subject: subject,
Body: message,
TimeUnit: OTRS.params.time_unit,
ContentType: 'text/plain; charset=utf8'
}
};
result = OTRS.request('post', OTRS.entrypoint, OTRS.addDynamicFields(data, fields));
if (typeof result.response !== 'object'
|| typeof result.response.TicketID === 'undefined'
|| result.status != 200) {
throw 'Cannot create ((OTRS)) CE ticket. Check debug log for more information.';
}
return result.response.TicketID;
},
updateTicket: function(subject, message) {
var result,
data = {
Article: {
Subject: subject,
Body: message || '',
TimeUnit: OTRS.params.time_unit,
ContentType: 'text/plain; charset=utf8'
}
};
result = OTRS.request('put', OTRS.entrypoint + '/' + encodeURIComponent(OTRS.params.ticket_id), data);
if (typeof result.response !== 'object'
|| typeof result.response.TicketID === 'undefined'
|| result.status != 200) {
throw 'Cannot update ((OTRS)) CE ticket. Check debug log for more information.';
}
}
};
try {
var params = JSON.parse(value),
params_otrs = {},
params_fields = {},
params_update = {},
result = {tags: {}},
required_params = [
'alert_subject', 'event_source',
'event_value', 'event_update_status'
],
severities = [
{name: 'not_classified', color: '#97AAB3'},
{name: 'information', color: '#7499FF'},
{name: 'warning', color: '#FFC859'},
{name: 'average', color: '#FFA059'},
{name: 'high', color: '#E97659'},
{name: 'disaster', color: '#E45959'},
{name: 'resolved', color: '#009900'},
{name: null, color: '#000000'}
],
priority;
Object.keys(params)
.forEach(function (key) {
if (key.startsWith('otrs_')) {
params_otrs[key.substring(5)] = params[key];
}
else if (key.startsWith('dynamicfield_')) {
params_fields[key.substring(13)] = params[key];
}
else if (key.startsWith('event_update_')) {
params_update[key.substring(13)] = params[key];
}
else if (required_params.indexOf(key) !== -1 && params[key].trim() === '') {
throw 'Parameter "' + key + '" cannot be empty.';
}
});
if ([0, 1, 2, 3].indexOf(parseInt(params.event_source)) === -1) {
throw 'Incorrect "event_source" parameter given: ' + params.event_source + '\nMust be 0-3.';
}
// Check {EVENT.VALUE} for trigger-based and internal events.
if (params.event_value !== '0' && params.event_value !== '1'
&& (params.event_source === '0' || params.event_source === '3')) {
throw 'Incorrect "event_value" parameter given: ' + params.event_value + '\nMust be 0 or 1.';
}
// Check {EVENT.UPDATE.STATUS} only for trigger-based events.
if (params.event_source === '0' && params.event_update_status !== '0' && params.event_update_status !== '1') {
throw 'Incorrect "event_update_status" parameter given: ' + params.event_update_status + '\nMust be 0 or 1.';
}
if (params.event_source !== '0' && params.event_value === '0') {
throw 'Recovery operations are supported only for trigger-based actions.';
}
if (params.event_source === '0'
&& ((params.event_value === '1' && params.event_update_status === '1')
|| (params.event_value === '0'
&& (params.event_update_status === '0' || params.event_update_status === '1')))
&& (isNaN(parseInt(params.otrs_ticket_id)) || parseInt(params.otrs_ticket_id) < 1 )) {
throw 'Incorrect "otrs_ticket_id" parameter given: ' + params.otrs_ticket_id +
'\nMust be positive integer.';
}
if ([0, 1, 2, 3, 4, 5].indexOf(parseInt(params.event_nseverity)) === -1) {
params.event_nseverity = '7';
}
if (params.event_value === '0') {
params.event_nseverity = '6';
}
priority = params['severity_' + severities[params.event_nseverity].name];
priority = priority && priority.trim() || severities[7].name;
OTRS.setParams(params_otrs);
OTRS.HTTPProxy = params.HTTPProxy;
// Create ticket for non trigger-based events.
if (params.event_source !== '0'
&& params.event_value !== '0') {
OTRS.createTicket(params.alert_subject, params.alert_message, priority);
}
// Create ticket for trigger-based events.
else if (params.event_value === '1' && params_update.status === '0') {
var ticket_id = OTRS.createTicket(params.alert_subject,
params.alert_subject + '\n' + params.alert_message + '\n' +
params.zabbix_url + (params.zabbix_url.endsWith('/') ? '' : '/') +
'tr_events.php?triggerid=' + params.trigger_id + '&eventid=' + params.event_id + '\n',
priority,
params_fields);
result.tags.__zbx_otrs_ticket_id = ticket_id;
result.tags.__zbx_otrs_ticketlink = params.otrs_url +
(params.otrs_url.endsWith('/') ? '' : '/') + 'index.pl?Action=AgentTicketZoom;TicketID=' + ticket_id;
}
// Update created ticket for trigger-based event.
else {
OTRS.updateTicket(params.alert_subject, params.alert_message);
}
return JSON.stringify(result);
}
catch (error) {
Zabbix.log(3, '[ ((OTRS)) CE Webhook ] ERROR: ' + error);
throw 'Sending failed: ' + error;
}
process_tags: 'YES'
show_event_menu: 'YES'
event_menu_url: '{EVENT.TAGS.__zbx_otrs_ticketlink}'
event_menu_name: '((OTRS)) CE: ticket #{EVENT.TAGS.__zbx_otrs_ticket_id}'
message_templates:
- event_source: TRIGGERS
operation_mode: PROBLEM
subject: 'Problem: {EVENT.NAME}'
message: |
Problem started at {EVENT.TIME} on {EVENT.DATE}
Problem name: {EVENT.NAME}
Host: {HOST.NAME}
Severity: {EVENT.SEVERITY}
Operational data: {EVENT.OPDATA}
Original problem ID: {EVENT.ID}
{TRIGGER.URL}
- event_source: TRIGGERS
operation_mode: RECOVERY
subject: 'Resolved: {EVENT.NAME}'
message: |
Problem has been resolved in {EVENT.DURATION} at {EVENT.RECOVERY.TIME} on {EVENT.RECOVERY.DATE}
Problem name: {EVENT.NAME}
Host: {HOST.NAME}
Severity: {EVENT.SEVERITY}
Original problem ID: {EVENT.ID}
{TRIGGER.URL}
- event_source: TRIGGERS
operation_mode: UPDATE
subject: 'Updated problem: {EVENT.NAME}'
message: |
{USER.FULLNAME} {EVENT.UPDATE.ACTION} problem at {EVENT.UPDATE.DATE} {EVENT.UPDATE.TIME}.
{EVENT.UPDATE.MESSAGE}
Current problem status is {EVENT.STATUS}, acknowledged: {EVENT.ACK.STATUS}.
- event_source: DISCOVERY
operation_mode: PROBLEM
subject: 'Discovery: {DISCOVERY.DEVICE.STATUS} {DISCOVERY.DEVICE.IPADDRESS}'
message: |
Discovery rule: {DISCOVERY.RULE.NAME}
Device IP: {DISCOVERY.DEVICE.IPADDRESS}
Device DNS: {DISCOVERY.DEVICE.DNS}
Device status: {DISCOVERY.DEVICE.STATUS}
Device uptime: {DISCOVERY.DEVICE.UPTIME}
Device service name: {DISCOVERY.SERVICE.NAME}
Device service port: {DISCOVERY.SERVICE.PORT}
Device service status: {DISCOVERY.SERVICE.STATUS}
Device service uptime: {DISCOVERY.SERVICE.UPTIME}
- event_source: AUTOREGISTRATION
operation_mode: PROBLEM
subject: 'Autoregistration: {HOST.HOST}'
message: |
Host name: {HOST.HOST}
Host IP: {HOST.IP}
Agent port: {HOST.PORT}