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Overview

Opsview (fault monitoring software) is the preferred, established platform for systems monitoring within Yale ITS. One of its features is out-of-the-box integration with Service Desk functions, including RT/Jira/ServiceNow.

Opsview is a commercial fork of Nagios. Their codebases are extremely similar and have many of the same integration points.

There is a Confluence Space dedicated to Yale's implementation of Opsview here.

Opsview Integration Architecture

The opsview-servicedesk-connector package for Red Hat Enterprise Linux (RHEL) allows for this integration via opsview-notifications. Core nagios events hit an external notifier. These spool to disk and are pulled into a relational db via the notifications daemon. It also sends this same data offsite to Service Now. Once Service Now items have attributes set/changes (ticket number, ownership change, etc), relevant details are brought back down to Opsview via the same notifications daemon.

In order to interface with Service Now, the YML necessitates username, password, and instance URL.

Opsview Vendor Documentation

Opsview maintains a fairly deep wiki online. The following are relevant documentation pages regarding their Service Desk Connector as it related to Service Now integration.

Overview
Architecture
Installation
Configuration

Concerns

There is a lot of state change within Opsview. Sometimes this state change is considered spiurious upon human inspection while its always deemed a genuine issue per Opsview. Yale should tread carefully regarding opening this Opsview dataflow up to Service Now so as to avoid a firehose condition.

Moreover this integration should be used as a lightning rod to initiate and push for amending the monitoring stack where appropriate to dial back the amount of state change.
-nick, 20120305

Tickets

Opsview

Next Steps

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