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OpenNMS 1.6.2 introduces support for Best Practical's RT (Request Tracker) in the trouble ticketing API. This document explains how to accomplish a basic configuration and circumvent a problem that is likely to crop up in a number of environments.
Note: This functionality comes "built-in" as part of the opennms-core package.
RT's Web Interface via SSL with a self-signed certificate
If your RT instance happens to be accessible only via secure HTTP and is using a self-signed certificate, you will run into these sorts of problems:
2009-01-16 09:57:01,351 ERROR [OpenNMS.TroubleTicketer] RtTicketerPlugin: IO exception attempting to logon to RT: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target 2009-01-16 09:57:01,351 ERROR [OpenNMS.TroubleTicketer] RtTicketerPlugin: Failed to create or update RT ticketorg.opennms.api.integration.ticketing.PluginException: Received no ticket number from RT 2009-01-16 09:57:01,351 ERROR [OpenNMS.TroubleTicketer] DefaultTicketerServiceLayer: Unable to create ticket for alarm: Failed to create or update RT ticket
A solution to this is to generate a new keystore that includes the certificate from your RT instance. I did this using code available at this blog[1]. Download the code and have a look at it to ensure you don't have security concerns. Then assuming you have the JDK,
Compile:
javac InstallCert.java
Execute:
java -cp . InstallCert your.rthost.com
Verify the details to ensure this is the certificate you want to trust. If so, send a carriage return at the [1] prompt:
Enter certificate to add to trusted keystore or 'q' to quit: [1]
If all goes well, you will end up with a new file called jssecacerts:
ls -al jssecacerts -rw-r--r-- 1 root root 50571 2009-01-16 14:49 jssecacerts
This should be moved to $JAVA_HOME/jre/lib/security or your local equivalent.
OpenNMS should now accept the certificate.
Create an RT user for OpenNMS
There will need to be a valid user with the appropriate Rights to create and manipulate tickets in the queue you intend to use with OpenNMS. ('OpenNMS' isn't a bad username!). The OpenNMS user should have at least the following Rights for the queue configured (this list may be wrong):
CreateTicket DeleteTicket (needed only if opennms must be able to set a ticket status to "deleted") ModifyTicket ShowTicket SeeQueue
Depending on how you configure the status options for the RtTicketerPlugin, you may need additional Rights.
Configure $OPENNMS_HOME/etc/rt.properties
Modify $OPENNMS_HOME/etc/rt.properties with the desired parameters. A brief explanation of the options that ship with 1.6.2:
rt.baseURL=
This is the URL of your RT instance's web interface (i.e., http://rt.yoursite.net, https://rt.yoursite.net).
rt.username=
This is a valid username in your RT instance. It seems sensible to create a new user to be used only by OpenNMS.
rt.password=
The password for the above username in your RT instance.
rt.queue=
The queue in RT that OpenNMS will use for ticket creation.
rt.requestor=
This assigns the Requestor E-mail address in RT. It seems sensible to use the E-mail address supplied for the user that OpenNMS will be using.
rt.validopenstatus=
When you view an Alarm in OpenNMS, a ticket will be displayed as 'OPEN' if it has a status listed here. Example: "new,open". The status must match a legitimate status in RT.
rt.validclosedstatus=
When you view an Alarm in OpenNMS, a ticket will be displayed as 'CLOSED' if it has a status listed here. Example "resolved". The status must match a legitimate status in RT.
rt.validcancelledstatus=
When you view an Alarm in OpenNMS, a ticket will be displayed as 'CANCELLED' if it has a status listed here. Example "rejected". The status must match a legitimate status in RT.
rt.openstatus=
The status that OpenNMS will use for tickets it creates. Example: "new". The status must match a legitimate status in RT.
rt.closedstatus=
The status that OpenNMS will set tickets it "closes" to. Example: "resolved". The status must match a legitimate status in RT.
rt.cancelledstatus=
The status that OpenNMS will set tickets it "cancels" to. Example: "rejected". The status must match a legitimate status in RT.
rt.timeout=
How long OpenNMS will wait for RT's web interface to respond.
rt.retry=
How many times OpenNMS should retry if it fails to reach the RT web interface.
Example configuration:
rt.baseURL=https://rt.yoursite.net rt.username=OpenNMS rt.password=0p3nnm5 rt.queue=NetworkMonitoring rt.requestor=opennms@yoursite.net rt.validopenstatus=new,open rt.validclosedstatus=resolved rt.validcancelledstatus=rejected,deleted rt.openstatus=new rt.closedstatus=resolved rt.cancelledstatus=deleted rt.timeout=6000 rt.retry=0
Configure $OPENNMS_HOME/etc/opennms.properties
Activate the appropriate ticketing plugin with the desired settings in $OPENNMS_HOME/etc/opennms.properties:
opennms.ticketer.plugin=org.opennms.netmgt.ticketer.rt.RtTicketerPlugin
# The above line should replace the NullTicketerPlugin.
opennms.alarmTroubleTicketEnabled = true
opennms.alarmTroubleTicketLinkTemplate = <a href="https://rt.yoursite.net/Ticket/Display.html?id=${id}">${id}</a>
Configure the WebUI to actually show the button
in~/opennms/jetty-webapps/opennms/WEB-INF/configuration.properties
(if you use tomcat, chose the corresponding path..)
set
opennms.alarmTroubleTicketEnabled = true
opennms.alarmTroubleTicketLinkTemplate = <a href="http://your_rt_server/rt/Ticket/Display.html?id=${id}">${id}</a>
Enable changes in vacuumd-configuration.xml
In version 1.8.0 and later, you may wish to enable the automattions in vacuumd-configuration.xml. This will allow automatic creation and closing of tickets.
Change the following:
<automation name="createTickets" interval="30000" active="false"
trigger-name="selectNullTicketStateAlarms"
action-name="acknowledgeAlarm"
action-event="createTicket" />
<automation name="createCriticalTicket" interval="30000" active="false"
trigger-name="selectCritialOpenAlarms"
action-name="acknowledgeAlarm"
action-event="createTicket" />
<automation name="updateTickets" interval="15000" active="false"
trigger-name="selectNotNullTicketStateAlarms"
action-name="updateAutomationTime"
action-event="updateTicket" />
<automation name="closeClearedAlarmTickets" interval="60000" active="false"
trigger-name="selectClearedAlarmWithOpenTicketState"
action-name="updateAutomationTime"
action-event="closeTicket" />
<automation name="clearAlarmsForClosedTickets" interval="60000" active="false"
trigger-name="selectClosedTicketStateForProblemAlarms"
action-name="clearClosedTicketAlarms" />
<automation name="cleanUpRpStatusChanges" interval="600000" active="false"
action-name="cleanUpRpStatusChanges" />
To:
<automation name="createTickets" interval="30000" active="true"
trigger-name="selectNullTicketStateAlarms"
action-name="acknowledgeAlarm"
action-event="createTicket" />
<automation name="createCriticalTicket" interval="30000" active="true"
trigger-name="selectCritialOpenAlarms"
action-name="acknowledgeAlarm"
action-event="createTicket" />
<automation name="updateTickets" interval="15000" active="true"
trigger-name="selectNotNullTicketStateAlarms"
action-name="updateAutomationTime"
action-event="updateTicket" />
<automation name="closeClearedAlarmTickets" interval="60000" active="true"
trigger-name="selectClearedAlarmWithOpenTicketState"
action-name="updateAutomationTime"
action-event="closeTicket" />
<automation name="clearAlarmsForClosedTickets" interval="60000" active="true"
trigger-name="selectClosedTicketStateForProblemAlarms"
action-name="clearClosedTicketAlarms" />
<automation name="cleanUpRpStatusChanges" interval="600000" active="true"
action-name="cleanUpRpStatusChanges" />
Restart OpenNMS
After you restart OpenNMS, the ticketing plugin should be working.
Version History/Availability
- This feature was added in version 1.6.2
