Incident Management with EriZone/OTRS

Posted by on Feb 26, 2014 in EriZone & OTRS | 0 comments

Incident Management Process in accordance with ITIL® v3 deals with  restoring unexpectedly degraded or disrupted services (incidents) to users as quickly as possible, in order to minimize business impact.

EriZone, based on OTRS, is ITIL compliant and supports fully the Incident Management process. An incident can be registered by the customers using the Self Service portal,  by the agents (operators) as a consequence of a phone call through the Agent Web portal or automatically from emails sent by the customers or an event management systems. An incident for EriZone is always a ticket with the attribute “type” set to “Incident”

In this post I would like to focus on Categorization and Prioritization of incidents with the OTRS based solution, EriZone.

Process to set the priority and category in EriZone/OTRS

Categorization is a must for reporting and trend recognition. EriZone has the mechanism of Dynamic Fields that can be included in the ticket mask and which set of values can be made dependent on already selected Service or other Dynamic Fields though ACLs. This mechanism should guide the agents when working  with incidents to categorize them as precisely as possible (as shown in the image below). The set of possible values, the dependencies and the needed ACL (Access Control List) rules should be well analyzed.

Prioritization of incidents according to ITIL® should be done taking in consideration the impact  (a measure of the effect of an Incident) and the urgency (a measure of business criticality of an Incident). In EriZone/OTRS a Criticality – Impact – Priority matrix (CIP) is defined in order to support the prioritization activity. The Criticality is the significance of the service for the IT user(s)/customer(s). It is defined for each service. The Impact can be set by the agents and the Priority will be automatically recalculated depending on the CIP values.

CIP matrix (Criticality, Impact, Priority)

Setting the criticality for a service

Impact selection and Priority recalculation.

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Updated neteye-plugins package to version 1.8.0.-1

Posted by on Feb 24, 2014 in NetEye, NetEye Updates | 0 comments

The NetEye Plugins packages has been updated with this fixes and enhancements:
– Small fixes for foundry type
– Added new plugin for checking linux physical memory
– Added new plugin check_3par for checking HP 3PAR Storages over ssh
– Added new plugin (check 2 commands and AND,OR,XOR the output)
– Added new plugin check_curl.php (alternative command to check_http)
– Added new plugin check_faxq (check HylaFax Server Queue)
– Added new plugin (check login on ftp server and if requested also upload file check)
– Added new plugin check_rittal_health (check status of sensors on a Rittal Box)
– Added new plugin check_sftp_avail (same as check_ftp but for sftp)
– Added new plugin (execute a command over telnet and check output)

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Former Nagios Core developer Andreas Ericcson at the OSSMC 2014

Posted by on Feb 22, 2014 in Uncategorized | 0 comments

No “magic” and no bloat: Created by Ethan Galstad and still the most popular Open Source network monitoring tool according to the number of downloads Nagios convinced SysAdmins above all due to its stability, low complexity, high performance and  its efficient and reusable algorithms.

The former Core Developer Andreas Ericsson – estimated 90% of the Nagios 4.x Codebase was written by Andreas – left the Nagios Development team last year. During his presence at the Open Source System Management Conference he will present his new project Naemon and sum up also the future strategy of Nagios with special focus on subscriber services, service sets, Config modules and Cluster services.

Andreas Ericsson at the OSSMC ´14

Interested in personally meeting Andreas at our Conference and getting the latest news on one of the most exciting Open Source monitoring projects of the last years? Feel free to already register at the conference. It´s free. The program will be simultaneously translated into German and Italian.

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