Content Comparison

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• OVS-3105 servicedesk notifications db on external mysqld and not localhost?
  • RESOLVED

    the three lines equate to a normal MySQL DSN, a username and finally a password

• OVS-3107 curious about how opsview treats state when service now incident record isnt created
  • CLARIFIED

    If an incident record is not created, an acknowledgement will be received in Opsview, but no ID will be associated. If an error is reported by ServiceNow (for example no authority to create a ticket, or internal error) then no acknowledgement will be sent to Opsview.

• OVS-3110 notifications not received by service now ; need help debugging
  • WONTFIX

    At this time I cannot make any definitive comment on privileges - we originally developed the integration against another customers implementation and it worked with no problems. We didn't make a note of the access we had at the time (to be fair, we didn't have access to see what our access was )
    The code we currently have only raises new tickets rather than update or delete existing ones - the only call I see to the soap service in the code is 'insert' (which probably equates to the 'create' role)

• OVS-3111 userland configurability of fields sent to service now during servicedesk-connector use?
  • MIGHTFIX

    Since this module was originally written for another customer, we made the code generic enough for their needs on changing fields, but at this time not all fields can be amended.
    Do you have specific fields you want to amend, and if so I can track those in the code

• OVS-3113 support for running servicedesk-connector @ slaves in cluster as opposed to master
  • RFE

    This is not currently possible but I have raised a dev ticket to add this functionality in as NTFY-28

• OVS-3114 describe use of Contact Variables in Notification Methods
  • RFE

    At the moment the ServceNow integration doesn't make use of the extra variables.
    For other notification methods where a template is used such as for an email, the variables can be used to augent the data in whatever format you need.

    For ServiceNow since xml is generated on the fly there is no template to amend, hence no use of the contact variables currently.

    What is your purpose behind asking? What did you want to achieve?

    I have raised NTFY-30 for this issue

• OVS-3115 notifications never make their way to notifications db, service now
  • OPEN
• OVS-3116 support for admin purging of events at spool for servicedesk connector
  • RFE

    At the moment we do not have a script for achieving this; I'll raise a dev ticket for it as there should be a supported method.
    In the mean time the only solution I have is to

    shut down opsview-notifyd
    connect to the notifications db and remove the entries from the spool table
    restart opsview-notifyd

    NTFY-29 raised

• OVS-3121 ability to make servicedesk-connector comments on services not persistent
  • OPEN

Next Steps

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Service Now

• Verify least privledge through Opsera + Service Now
• https://secure.opsview.com/jira/browse/OVS-3110
• Need Service Now ticket
• Generate dummy data in SN sbx ECC queue to verify conduit function
  • http://docs.opsview.com/doku.php?id=servicedesk-connector-latest:configuration#testing

  • No Format

    $ NAGIOS_LASTHOSTCHECK=1234567891 NAGIOS_LASTHOSTUP=1234567890 NAGIOS_HOSTOUTPUT="Test failure" NAGIOS_HOSTADDRESS=10.11.12.13 NAGIOS_LONGDATETIME="Dec 1 2009" NAGIOS_HOSTALIAS="temp host 1" NAGIOS_LASTHOSTDOWN=0 NAGIOS_LASTHOSTSTATECHANGE=0 NAGIOS_NOTIFICATIONTYPE=PROBLEM NAGIOS_HOSTSTATE=DOWN NAGIOS_HOSTNAME=host1 /opt/opsview/notifications/bin/opsview_notifications servicenow Notification submitted

  • Egress packet filter in the way. Eval scalable means to open up.
• Verify endpoints for Service Now for egress packet filter purposes (Yale firewalls outbound)
  • Is 199.91.136.0/21 too much, too little, etc?
• Bootstrap Notification Methods
  • http://docs.opsview.com/doku.php?id=servicedesk-connector-latest:configuration#opsview_37
• Verification of fields being fixed, unchangeable https://secure.opsview.com/jira/browse/OVS-3111inquire about least privilege needed for bind account
• inquire about addresses to permit egress to from monitoring stations

Next Steps

• Consider keywords for service now only ; not all events would enter SN only those we say to per tags