Notifications: Store a ticket number from a notification with the checkmk problem
Notification scripts are also used to send alerts to ticketing systems. If you do that it would be good to store the ticket number with the problem.
The options I have explored can't be done directly from a plugin in monitoring context.
In the workflow, there will be a need to update tickets. In 'normal' notifications that is just a new message, but in ticketing systems you need to know the ticket number to be able to update or even close the ticket.
In the ServiceNow plugin this was solved by adding a 'work note' to the ticket with the problem-id and then searching for this id when the ticket needs an update. However this is an expensive full text search.
Other ticket systems will require similar workflows.
Combined with the fact that being able to show the ticket number to the engineers working on a problem and the fact that you can have a more clean workflow for working with ticket numbers it makes sense to add a ticket number field in monitoring context.
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14 Dec, '25
Robert SanderA notification plugin talking to a ticket system's API could retrieve the ID of the generated ticket and store it as the comment of an acknowledgement. This would need to be made persistent so that the comment does not vanish when the service changes to OK. For that event the notification plugin would need to retrieve the comments of the service to get the latest ticket ID.