Large Environments rely on TroubleTicket tool and HelpDesk for managing IT issues. Bridging Zabbix with over 5000 servers and HelpDesk manually is a painful and impossible project. In this presentation we will cover how we may integrate Zabbix with HelpDesk, the architecture and what are the issues specially in Large Environments. As an example, we will cover the case study of Zabbix - ServiceNow integration, as it was developped for SwissLife and released as OpenSource.

1. Trouble Ticket Integration
with Zabbix in Large
Environment
2016 Sept

2. Alain Ganuchaud
Cool Monitoring
http://www.coolmonitoring.fr
alain@coolmonitoring.fr
Presentation
Page 2

3. Presentation
Page 3

4. Summary
1. Introduction
2. Issues
3. Plugin Architecture
4. External Specifications
5. Technical Details
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5. Page 5
-> What are we talking about ?
-> Large Environment ?
-> Trouble Ticket ?
Part 1
Introduction

6. What are we talking about ?
Zabbix TroubleTicket Connexion
→ Two ways connexion
→ APIs
→ Connector Database (Zabbix TroubleTicket Link)
Large Environment
→ 1000 tickets per day
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7. Trouble Ticket ?
• Lists of issues (Most of the time : Source = mail or phone)
• Manage issues (Most of the time through HelpDesk)
→ ServiceNow is a SaaS Trouble
Ticketing System widely used in Large
environments
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8. What is a Large Environment ?
• More than 14 000 servers , 1 million
items
• Some servers with over 10 000 items
• Some servers with over 10 000 triggers
• More than 100 Zabbix administrators
developping Application Templates
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9. Part 2
Issues
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10. The Problem
Large Environments rely on TroubleTicket
tool and HelpDesk for managing IT issues.
Bridging Zabbix with over 5000 servers and
HelpDesk manually is a painful and
impossible project.
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11. SwissLife Case Study
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12. SwissLife Presentation
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13. SwissLife Presentation
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14. Part 3
Plugin Architecture
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15. Page 15
Plugin Architecture

16. Page 16
Plugin Architecture

17. Page 17
Plugin Architecture

18. Part 4
External Specifications
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19. Page 19
Some of the Functionalities
→ Opens automatically a ServiceNow Ticket via Snow APIs
Full Automatic (based on Trigger name TR--A)
Manual (TR--M), needs acknowledge from operator
→ Fill in automatically Snow fields with Zabbix macros
Caller, Environment, CI, Application, Server, Team, Category,
Subcategory, Dates,…
→ Correlate Zabbix events automatically with Snow tickets
(same trigger source)
→ Correlate Zabbix events manually with Snow tickets
(different triggers sources)
→ Sends back Correlation confirmations to Operators
→ Monitor Snow tickets status and update Zabbix via APIs
when ticket is closed or resolved
→ Others: http proxy, debug, logs, ...

20. Page 20
Triggers Nomenclature
TR--A/M--PRD/HPR--{$SERVICEXXX}--{$CIXXX}--Free Description of Trigger
|
Auto/Manu
|
Prod or Non Prod
|
Service (~ Application Name)
|
CI (could be Server or Oracle DB, …)
|
Free Description
Nota Bene: Some détails come from Host Inventory

21. Page 21
External Specifications

22. Page 22
External Specifications

23. Part 5
Technical Details
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24. Page 24
Automatic Tickets

25. Page 25
Automatic Tickets

26. Page 26
Automatic Tickets

27. Page 27
Automatic Tickets

28. Page 28
Automatic Tickets

29. Page 29
Manual Tickets

30. Page 30
Manual Tickets

31. Page 31
Manual Tickets : noticket

32. Page 32
Manual Tickets : link to ticket

33. Page 33
Zabbix Events Correlation

34. Connector Database
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35. Page 35
Connector Database

36. Page 36
Code

37. Page 37
Supported Versions
Connector Release V6 synchronized
with :
- Zabbix V2.2.x (must be OK with 2.4
and 3.0 but not tested)
- ServiceNow Fuji Version

38. Released as OpenSource
On Zabbix Share
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39. Merci pour votre attention !
Alain Ganuchaud
Cool Monitoring
alain@coolmonitoring.fr
Questions?
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Follow us on Twitter: @zabbix_fr @AlainGanuchaud