Menu Item action: Selecting Multiple Events and Performing custom action

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52714 Views 5 Replies Latest reply: Nov 9, 2009 12:28 PM by Matt Ray

edd

3 posts since
Nov 9, 2009

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Nov 9, 2009 9:50 AM

I'm trying to add a new menu item in the event list page. Basically, I'm trying to add a ticket to our ticket system with the information from the events I select in the events list. I've gotten to where I could create the dialog box and the menu item, now I just need to know how to grab the events. So, let's say I select 5 events, I would then call a script (perl) passing these events as parameters or save the parameters to a file, whichever is more effecient (doesn't really matter). Of course, when I say events, I mean the correlated events, not the single event entity since an event in the even list could be a correlation of 1000+ events.

I hope this makes sense. Bottom line, how do I grab the events in the event list and use them somehow?

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Tags: menu, events, item

Matt Ray
2,484 posts since
Apr 5, 2008

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1. Nov 9, 2009 12:28 PM (in response to edd)
Re: Menu Item action: Selecting Multiple Events and Performing custom action

Would it be easier to go straight to the events database and get them
from there?
http://dev.zenoss.org/trac/browser/trunk/Products/ZenEvents/db/zenevents.sql

Thanks,
Matt Ray
Zenoss Community Manager
community.zenoss.org
mray@zenoss.com

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dfischer
6 posts since
Jun 28, 2008

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2. Nov 9, 2009 2:52 PM (in response to edd)
Re: Menu Item action: Selecting Multiple Events and Performing custom action

This is almost exactly what we need from the platform.

This is the approach being considered:
Create a "ticket" button on the event console.
Manually select a single event from the event console display.
Click the button to pull the selected event from the display and
Create an email with a subset of the event fields then send it to Heat ATG (auto ticket generator).
I know the enterprise version integrates with Remedy - events can be transformed into emailed tickets. We have a 24 hour NOC and need the human element present to triage the alert flow before creating trouble tickets. The approach used to integrate with Remedy will not work here.

I am not sure how I feel about the 2.5 Event Console - colors seem "muddy" to my old eyes...

Dan

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Ryan Matte
653 posts since
Mar 26, 2009

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3. Nov 9, 2009 3:50 PM (in response to dfischer)
Re: Menu Item action: Selecting Multiple Events and Performing custom action

I don't know why you would do it the way that you are describing. I finished writing a ticket creation daemon for our ticketing system today which launches a ticket create script when a new event comes in or when an event count increments (as the ticket create script that the daemon is calling on performs automatic correlation of events, so we don't end up with duplicate tickets for the same event). When a ticket is successfully opened it acknowledges the event in Zenoss. This is all done automatically.

You can see the code here:

http://pastebin.com/f557bdab8

There's no point in having a button in the event console for generating tickets. You should be tuning out events that are not of interest and having tickets automatically created from Zenoss when events come in. It's also a lot easier to do than actually modifying the Zenoss UI.

I'll be doing a full (more general) write-up about my script once we've thoroughly tested it and have started using it on our production systems.

We run a 24 hour NOC as well, but instead of having our agents do the triage in Zenoss it is done in the ticketing system itself. This is so that we have ticket numbers to give to clients for events that may have been closed as non-service affecting, but which actually turned out to be impacting. This is so that we never give the appearance to our clients that our tools missed an event.

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edd
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Nov 9, 2009

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4. Nov 9, 2009 4:56 PM (in response to Ryan Matte)
Re: Menu Item action: Selecting Multiple Events and Performing custom action

Your point is valid Ryan, we also have a system that already does it this way.... not Zenoss though. Still, the idea of having to have manual control on what goes into the ticket can be handy, I think. You have network folks who may look into events one day and may want to report an event they deem at a certain point to be a concern. Having this type of capability is convenient. At this point, one doesn't really care what event counter thresholds have been reached, just the ability to generate tickets on the fly.

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edd
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Nov 9, 2009

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5. Nov 9, 2009 4:59 PM (in response to Matt Ray)
Re: Menu Item action: Selecting Multiple Events and Performing custom action

Hey Matt, I did look into the mysql database and this may be the best route. I know the eventid is displayed, but how do you grab the eventid parameter (ex. %evenid)? If I could grab the event id, I could just run a script that grabs the necessary data from the database and I'll be set.

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