Configuration

Provider definition

Connect to Centreon web interface with an administrator account and go to the menu Configuration > Notifications > Open Tickets > Rules.

Click on Add button:

Define Rule name and select Provider:

A new form appear. Define the name of the rule using Rule name field and select Mail as provider. New fields appear linked to the provider.

Define dedicated field linked to the provider:

• From is the email address for the sender (By default, email of the user who create the ticket)

• To is the email address of the receiver

• Subject is the subject of the email.

Note

Please read documentation of your ITSM to select correct text.

The email will be in HTML format. So you can modify headers of the email by addind or removing predefined parameters:

The Body form allow to format the content of the email. Is divided into several part and is formatted using HTML norm and Smarty variables.

Note

Please read the official Smarty documentation to use Smarty variables.

The first part (first <div>) is used to setup the name of the user will try to create a ticket and the date of the action:

<div>
{$user} open ticket at {$smarty.now|date_format:"%d/%m/%y %H:%M:%S"}
</div>

The second part (second <div>) is used to write custom message (written from the popup will appear) when the user try to create a ticket:

<div>
{$custom_message}
</div>

A HTML block is used to format the two latest parts:

{assign var="table_style" value="border-collapse: collapse; border: 1px solid black;"}
{assign var="cell_title_style" value="background-color: #D2F5BB; border: 1px solid black; text-align: center; padding: 10px; text-transform:uppercase; font-weight:bold;"}
{assign var="cell_style" value="border-bottom: 1px solid black; padding: 5px;"}

The Body contains a bloc to display in a HTML tab information about host’s information and another one for service’s information. You can modify this blocs to insert needed information according to your ITSM API.

If you want to acknowledge automatically hosts and services when you create a ticket you can check the box Acknowledge.

Hosts and services configuration

To define if a host or a service have a ticket, the module will change custom macros linked to the object. So you have to associate first these macros to all monitored objects.

The best way is to create this macros to a template of host and a template of service inherited by all objects.

Edit the template and add the following custom macros:

Widget configuration

To use the widget you have to add it into a custom view. Go to ** home > Custom Views** menu, select your view and click on Add widget button.

Define a title for your widget (for example: Open-Tickets) and select the widget Open Tickets. Do the same manipulation to add again this widget.

On the first widget, to open ticket, click on the configuration button:

• Select the Rule previously defined

• Don’t check the box Opened Tickets

• Select other filters

• Don’t check the boxes Display Ticket ID and Display Ticket Time

On the second widget, to display opened tickets, click on the configuration button:

• Select the Rule previously defined

• Check the box Opened Tickets

• Select other filters

• Check the boxes Display Ticket ID and Display Ticket Time

Advanced Configuration

List definition

Before opening a ticket, an user can choose some options in a popup. An option can be a select list. In the configuration provider, you can configure it in Lists and Custom list definition. For each entry in Lists, you can define:

• Id : alphanumeric value (must be unique)

• Label : displayed in the popup

• Type : which kind of list. There is 3 kinds of lists

  • Provider lists (data from the ticketting software directly)

  • Centreon lists (like Host group)

  • Custom lists (data from Custom list definition configuration. Id fields must be identical)

• Mandatory : checked it if the user needs to set the option

The module stores the user list selection in an array (can be used in smarty section like body or mapping ticket arguments). There are 3 fields (LIST_ID must be replaced):

• {$select.LIST_ID.id}

• {$select.LIST_ID.value}

• {$select.LIST_ID.label}

Chaining rules

After opening a ticket, you may need to send an email. The chaining rules system is designed to do it:

• Create a new rule with the name emailme and the provider Mail

• Configure the emailme in the rule of your opening system

Commands

After opening a ticket, you can also configure some commands to be executed.