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.

 


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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 setup menu of Pandora FMS visual console.

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From there, access the view that contains the configuration of its integration with Integria IMS, where you may enter the information needed to access your account. Here you find the following fields:

  • User: User used for connection with Integria IMS.
  • Password: User password.
  • API Hostname
  • API Password
  • Request timeout: Maximum waiting time for API requests. Disabled with 0.
  • Test: Connectivity test.

Once you have filled out the appropriate information, you will find two different sections: Alert default values and Event custom response.

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  • Alert default values:

It is used to establish default values with which to create the ticket through alerts.

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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:

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

1.2.1 Custom response settings

  • Default group: Group the ticket is assigned to. It is a ticket obtained from the call to the "get_groups" Integria API.
  • Default criticity: Ticket priority. It is a select obtained from the call to the "get_incident_priorities" Integria API.
  • Default owner: User the ticket belongs to. It is obtained from the call to the "get_users" Integria API.
  • Ticket type: Type of ticket obtained from the call to the "get_types" Integria API.
  • Ticket title: Text modification according to the default ticket title.
  • Ticket description: Text modification according to the default ticket description.

1.3 Integria IMS Incidents

When talking about the setup of the previous section, a new sub-menu is added to the Workspace menu called Integria IMS Incidents.


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In here there is a list with all the tickets you have in Integria IMS. From there you can filter and export them in CSV format.

This list contains in addition a search engine where you have the following filters:

  • Text: Text field that searches through id, title and description fields.
  • Status: Ticket status obtained from the call to the "get_incident_status" Integria IMS API.
  • Group: Group the ticket is assigned to. It is a ticket obtained from the call to the "get_groups" Integria IMS API.
  • Priority: Ticket priority. It is a select obtained from the call to the "get_incident_priorities" Integria IMS API.
  • Creator: User who created the ticket. It is obtained from the call to the "get_users" Integria IMS API.
  • Owner: User the ticket belongs to. It is obtained from the call to the "get_users" Integria IMS API.
  • Solving: Ticket solving. It will be a ticket obtained from the call to the "get_incident_resolutions" Integria IMS API.
  • Creation date: Date type change.

Furthermore, with the appropriate permissions you may edit or delete them.


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By clicking on a ticket name you will access the detail view.

If you have permissions, the comment and adjoint file management box will appear at the bottom. You may edit it in the following view.


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The menus mentioned below are accessed through the header tabs:

  • Creation/edition.
  • Ticket detail view.
  • Ticket list.
  • Setup.

1.3.1 Manual ticket creation

Tickets may be manually created through the creation form or through custom responses in Events (in this case, macros may be used too).

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

 



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It is necessary to fill out the default values set in the Setup. The creation operation is done through the call to the "create_incident" API.

It will have a basic section with the following data:

  • Title: Text field.
  • Type: Ticket type obtained from the call to the "get_types" Integria IMS API.
  • Group: Group the ticket will be assigned to. It is a select obtained from the call to the "get_groups" Integria IMS API.
  • Priority: Ticket priority. It is a select obtained from the call to the "get_incidet_priorities" Integria IMS API.
  • Creator: User the ticket belongs to. It is obtained from the call to the "get_users" Integria IMS API.
  • Owner: User the ticket belongs to. It is obtained from the call to the "get_users" Integria IMS API.
  • Status: Ticket status obtained from the call to the "get_incident_status" Integria IMS API.
  • Description: Text field.

1.3.2 Automatic ticket creation

Tickets can be automatically created too. That way, a new alert command will be created, which will be internal and will not be modified or changed.

A new alert action will be created.


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Command preview will not show anything.
Then create a new event response.


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