From OpenNMS

Todo:

Contents 1 OTRS Module 2 OTRS Code todo 3 OTRS Integration Documentation 3.1 Install the OpenNMS package in OTRS 3.2 Install OTRS Trouble Ticket Plugin in OpenNMS

OTRS Module

code: https://opennms.svn.sourceforge.net/svnroot/opennms/otrs-opennms/trunk

• Spruce up the OTRS module.
  • Remove Data::Dumper references (done)
  • Change it's name? (done)
  • Add POD? (won't bother)
• Find out how to create an otrs package that will work on 2.2 and 2.3 OTRS versions (ask the mailing list)
• Rebuild the package so it will work with older releases of OTRS.
• Put the modules somewhere on opennms.org (or sourceforge).
• Supply the module to the otrs guys for inclusion in their repo

OTRS Code todo

• Spruce up the OpenNMS code.
  • Fix event on remote failure (done)
  • Ensure that events are being created on remote end failure.
  • Package and build as is (builds as part of the standard build) - Commit it to trunk (thursday AM).
    • Commit merge up of trunk to feature-otrs-integration branch.
    • Merge back to trunk
  • Check it's all in trunk, particualrly:
    • opennms.properties (make sure the OTRS ticketer stuff is in there - even if commented out).
    • otrs.properties (I don't think I've actualy put it in etc.)
    • Test that it works without config in WEB-INF/configuration.properties (done)
  • Get it demonstrable (done, come and see me if you want some ;-) ).
  • Document configuration (the start of which is below).

OTRS Integration Documentation

Install the OpenNMS package in OTRS

1. Add the package to otrs
   • At the webUI for OTRS, go to Admin->Package Manager.
   • Add the package (/tmp/otrs-opennms-0.1.0.opm).
   • Hit "continue" at the dire warning page.
2. Add the SOAP user to OTRS
   • At the webUI for OTRS, go to Admin->SysConfig.
   • Show the Group for "Framework".
   • Select Core::SOAP
   • Set the SOAP::User and SOAP::Password (the sample java code expects opennms/opennms). The opennms package uses the same authentication technique as the existing SOAP handle.
3. Ensure you have the SOAP::Lite, and SOAP::DateTime CPAN modules installed. If you have used the existing OTRS SOAP handle, you will probably already have SOAP::Lite.

Install OTRS Trouble Ticket Plugin in OpenNMS

The implementation of the CentricCRM plugin is as simple as the following steps:

• Download the Plugin jar file from sourceforge
• Copy the jar to $OPENNMS_HOME/lib
• Edit the $OPENNMS_HOME/etc/opennms.properties file and change this:

opennms.ticketer.plugin=org.opennms.netmgt.ticketd.NullTicketerPlugin

to this:

opennms.ticketer.plugin=org.opennms.netmgt.ticketer.otrs.OtrsTicketerPlugin
opennms.alarmTroubleTicketEnabled = true
opennms.alarmTroubleTicketLinkTemplate = <a href="http://localhost/otrs/index.pl?Action=AgentTicketZoom&TicketNumber=${id}">${id}</a>

• Edit the $OPENNMS_HOME/etc/otrs.properties file and change the following according to your installation:

otrs.endpoint=http://localhost/otrs/opennms.pl
otrs.username=opennms
otrs.password=opennms
otrs.state=new
otrs.priority=3 normal
otrs.lock=unlock
otrs.queue=Raw
otrs.articletype=note-external
otrs.articlefrom=jonathan@opennms.org
otrs.defaultuser=root@localhost
otrs.articlesendertype=agent
otrs.articlecontenttype=text/plain; charset=ISO-8859-15
otrs.articlehistorycomment=update by OpenNMS
otrs.articlehistorytype=OwnerUpdate
otrs.ownerid=1
otrs.validopenstateid=1, 4, 6, 7, 8
otrs.validclosedstateid=2, 3, 9
otrs.validcancelledstateid=5
otrs.openstateid=1
otrs.closedstateid=2
otrs.cancelledstateid=5