Pandora: Documentation en: Incidence Management

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1 Incidence management in Pandora FMS through Integria IMS

1.1 Introduction

Pandora FMS is completely integrated with Integria IMS ticketing tool.

Integria IMS is a full on-premise incidence management software. It belongs to Pandora FMS suite and it has been designed to be multi-user and multi-group, with support for different profiles and with the possibility of internal audit.

Communication between Pandora FMS and Integria IMS is done through Integria IMS API.


1.2 Using Integria IMS through Pandora FMS

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For the integration to work properly, it is necessary to have the last Integria IMS version. When updating to version 739, all information about previous integrations with Integria IMS will be lost. It is recommended to back up the installation to keep the data.

 


To access this integration, do it through the menu Setup > Setup > Integria IMS from Pandora FMS visual console.

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Click on Enable Integria IMS to enable it. Configure the following fields:

User
User registered in Integria IMS.
Password
User password.
API Hostname
IP address or Integria IMS server URL.

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It must contain the protocol HTTP:
http://<URL> or https://<URL>,
http://<IP_dir> or https://<IP_dir>.
If necessary (non-standard installation), you can enter the complete path, e.g:
https://<URL>/integria/include/api.php
https://<IP_dir>/integria/include/api.php

 


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Refer to Integria IMS documentation to configure the IP addresses authorized to use Integria IMS API.

 


API Password
Integria IMS API password.
Request timeout
Maximum waiting time for API requests. Disabled with 0.

Ask Integria IMS administrator about the previous values.

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In addition, from version NG 753 onwards, each user must configure their credentials (username and password) registered in Integria IMS to use the features described in the following sections.

 


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Once set, and after testing connection with the button Start, you will have two different sections:

  • Alert default values.
  • Event custom response default values.
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Alert default values
Section where default values with which the ticket will be created through alerts will be set.

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It is only possible to use the corresponding alert command in case of integration with Integria IMS being enabled in this view.

 


Event custom response default values
It is used to set the default values that the ticket will have when you proceed to create it through the event response.

However, both Alert default values and Event custom response default values share common fields that will be applied by default. Remember that these fields and other options are obtained from Integria IMS through system APIs:

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  • Title and Description: Name and ticket detail.
  • Group: Group registered in Integria IMS to which the ticket will be assigned ( API get_groups ).
  • Priority: Ticket priority in Integria IMS ( API get_incident_priorities ). See in the reference section the normalized values.
  • Owner: Usuer registered in Integria IMS the ticket will belong to ( API get_users ).
  • Type: Typ of ticket registered in Integria IMS ( API get_types ).
  • Status: Ticket status. See in the reference section the the normalized values.

Find more information about Pandora FMS console configuration in this section.


1.3 Integria IMS Incidents

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Version NG 753 or superior.

 


When using Integria IMS together with Pandora FMS you may integrate different work computers and each software will take care of avoiding duplicates without losing synchrony nor control between both applications.

Pandora FMS feeds Integria IMS though events and/or inventory, making sure to have a single follow-up. In addition, you may delete them automatically in Integria IMS, as long as they do not have incidences. Although you may see Ingria IMS summaries in Pandora FMS, all information is actually in Integria IMS. All of this is possible by using the APIs created specifically for those tasks.

As for the inventory, you are provided with a manual option that synchronizes all the required information from Pandora FMS to Integria IMS, as well as inventory alerts to set in place alert triggering for Integria IMS.


1.3.1 Ticket display

Once configuration is enabled, a new submenu is added to the menu Workspace -> Issues -> Integria IMS Tickets. By clicking there, Pandora FMS will look for the information in Integria IMS (you may filter it) and next the list of all tickets.

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1.3.2 Ticket searching

Through the search tool, you may filter and request through Integria IMS API by the following fields:

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Text filter
Text field that searches through id, title and description fields.
Status
Status of the searched tickets (status list obtained through the API get_incident_status). See in the reference section the the normalized values.
Group
Group the searched ticket belongs to (groups obtained through the API get_groups).
Owner
User the searched ticket belongs to (list of users obtained through the API get_users).
Creator
User who created the searched ticket (list of users obtained through the API get_users). Enter at least two characters to see the list of matching users.
Priority
Ticket priority (list obtained through the API get_incident_priorities). See in the reference section the the normalized values.
Resolution
Searched ticket resolution (list obtained through the API get_incident_resolution). See in the reference section the the normalized values.
Date
Searched ticket creation date. You may set from a certain date to another in Created from and Created to, accordingly.


1.3.3 Ticket editing

From the ticket list, click on the name of one of them to see its details.

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If you have permissions, at the bottom you will see the attached file and comment management box. They can be edited by clicking on Attached files and Comments accordingly.

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Click on the pencil icon to edit the ticket. Also through the icons next to ityou may go to the ticket list, configure Integria IMS (if necessary) and see the ticket again (refresh screen).



1.3.4 Creación de tickets

You may create tickets in Integria IMS manually and through event custom response; also automatically: through general alerts and inventory alerts.

1.3.4.1 Manual ticket creation

If the users have enough permissions, they will be able to fill in the fields and create an incidence in Integria IMS.

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These are the permissions needed in ACL: IR, IW and IM.

 


Go to Workspace -> Issues -> Integria IMS Tickets and click Create.

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Remember that all these fields and their options are obtained from Integria IMS through the API of that system (the incidence is created with the API create_incident).

Title
Incidence name field.
Type
Ticket type obtained (API get_types).
Group
Group the ticket will be assigned to (API get_groups).
Criticity
Ticket priority (API get_incidet_priorities).
Status
Ticket status (API get_incident_status).
Creator
Ticket creator (API get_users).
Owner
User the ticket belongs to (API get_users).
Description
Text field for comments.

Once you finish filling up the data, click Create to save the new ticket. The creation process will be performed through the API create_incident.

1.3.4.2 Ticket creation through event custom response

From the icon Show more of each event, in the tab Responses you may select a Custom response by choosing the Integria IMS option Create incident in Integria IMS from event. Click Execute and the process will be the same as that described in the previous section. The fields will be those configured in the Setup (Event custom response default values), which can be changed if necessary.

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Remember to select the field Type; click Create to save.

1.3.4.3 Ticket creation through general alerts

Define the alert command specifying the name and the group the alert command belongs to. You may create as many different commands as you need. For Integria IMS, it is a special case, internal type.

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Once done, go to alert correlation creation which is explained in detail in that section.


1.3.4.4 Ticket creation through inventory alerts

Inventory alerts are available from version NG 751. They work similarly to ticket creation through general alerts and are described in more detail in this link.

1.3.5 References

1.3.5.1 Integria IMS priority values

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  • Informative: (By default).
  • Low.
  • Maintenance.
  • Medium.
  • Serious.
  • Very serious.




1.3.5.2 Integria IMS resolution values

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  • Duplicate.
  • Expired.
  • Fixed.
  • Incomplete.
  • In process.
  • Invalid.
  • Moved.
  • None.
  • Won't fix.
  • Works for me.

1.3.5.3 Integria IMS status values

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  • Assigned.
  • Closed.
  • New(by default).
  • Pending on a third person.
  • Pending to be closed.
  • Re-opened.
  • Unconfirmed.

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