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Alain Ganuchaud - Trouble Ticket Integration with Zabbix in Large Environment | ZabConf2016

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Alain Ganuchaud - Trouble Ticket Integration with Zabbix in Large Environment | ZabConf2016

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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.

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.

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Alain Ganuchaud - Trouble Ticket Integration with Zabbix in Large Environment | ZabConf2016

  1. 1. Trouble Ticket Integration with Zabbix in Large Environment 2016 Sept
  2. 2. Alain Ganuchaud Cool Monitoring http://www.coolmonitoring.fr alain@coolmonitoring.fr Presentation Page 2
  3. 3. Presentation Page 3
  4. 4. Summary 1. Introduction 2. Issues 3. Plugin Architecture 4. External Specifications 5. Technical Details Page 4
  5. 5. Page 5 -> What are we talking about ? -> Large Environment ? -> Trouble Ticket ? Part 1 Introduction
  6. 6. What are we talking about ? Zabbix TroubleTicket Connexion → Two ways connexion → APIs → Connector Database (Zabbix TroubleTicket Link) Large Environment → 1000 tickets per day Page 6
  7. 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 Page 7
  8. 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 Page 8
  9. 9. Part 2 Issues Page 9
  10. 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. Page 10
  11. 11. SwissLife Case Study Page 11
  12. 12. SwissLife Presentation Page 12
  13. 13. SwissLife Presentation Page 13
  14. 14. Part 3 Plugin Architecture Page 14
  15. 15. Page 15 Plugin Architecture
  16. 16. Page 16 Plugin Architecture
  17. 17. Page 17 Plugin Architecture
  18. 18. Part 4 External Specifications Page 18
  19. 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. 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. 21. Page 21 External Specifications
  22. 22. Page 22 External Specifications
  23. 23. Part 5 Technical Details Page 23
  24. 24. Page 24 Automatic Tickets
  25. 25. Page 25 Automatic Tickets
  26. 26. Page 26 Automatic Tickets
  27. 27. Page 27 Automatic Tickets
  28. 28. Page 28 Automatic Tickets
  29. 29. Page 29 Manual Tickets
  30. 30. Page 30 Manual Tickets
  31. 31. Page 31 Manual Tickets : noticket
  32. 32. Page 32 Manual Tickets : link to ticket
  33. 33. Page 33 Zabbix Events Correlation
  34. 34. Connector Database Page 34
  35. 35. Page 35 Connector Database
  36. 36. Page 36 Code
  37. 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. 38. Released as OpenSource On Zabbix Share Page 38
  39. 39. Merci pour votre attention ! Alain Ganuchaud Cool Monitoring alain@coolmonitoring.fr Questions? Page 39 Follow us on Twitter: @zabbix_fr @AlainGanuchaud

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