OPENNMS AND OTRS Jonathan Sartin jonathanopennms org Open

OPENNMS AND OTRS Jonathan Sartin (jonathan@opennms. org) Open. NMS UK Summer workshops 2014

AGE WISDOM OPENNMS AND I

OTRS (2008)

Truphone (tru) is an MVNO OTRS was (is? ) their trouble ticket/helpdesk solution WHY

Added in Open. NMS 1. 5. 94 Supported OTRS 2. 2 and above Requires an additional “module” (written by Open. NMS project) to provide SOAP interface for OTRS tickets. Open. NMS SOAP client uses Apache Axis. Offered the module as a contribution to OTRS project, but the project politely declined FIRST ATTEMPT AT OTRS INTEGRATION

OTRS plugin Open. NMS plugin ticketd rpc/encoded SOAP binding event web. UI opennms. properties otrs. properties OTRS PLUGIN AND MODULE

Perl and SOAP don’t (didn’t) mix well. SOAP is “simple” like SNMP is “simple”. RPC/encoded WSDL will not make you any friends. Be prepared to own the code until the end of time. http: //blogpoplar. wordpress. com/ Runs screaming anytime anybody mentions Perl Finish your Dev. Jam projects at Dev. Jam. LESSONS LEARNED

A FEW YEARS PASS…. .

FAST FORWARD TO 2013

Be prepared to own the code until the end of time. http: //blogpoplar. wordpress. com/ OTRS PLUGIN IS BROKEN FOR OTRS 3. 1

TARUS SAID. . Foolishly, I said “No, it’s too small for a GSOC project, I’ll do it at Dev. Jam”

HOW HARD CAN IT BE?

Good News: OTRS 3. 1 has a proper WS-I Compliant document literal SOAP interface. Bad News: The WSDL is huge and has several errors. Fixed that (eventually – see “Fork OTRS”) Code is currently in the Open. NMS feature-otrs-3. 1 -integration-2 branch. Uses Apache CXF instead of Apache Axis. Don’t ask about feature-otrs-3. 1 -integration-1! OTRS 3. 1 HAS A “PROPER” SOAP INTERFACE

OTRS 3. 1 plugin Generic interface document/ Literal SOAP binding ticketd event web. UI opennms. properties otrs. properties OTRS PLUGIN AND MODULE – OTRS 3. 1 Notice that the Open. NMS plugin no longer needs an Open. NMS module in OTRS – uses the built in OTRS 3. 1 Generic Interface

Be prepared to own the code until the end of time. http: //blogpoplar. wordpress. com/ Finish your Dev. Jam projects at Dev. Jam. REMEMBER THE LESSONS LEARNED?

Fork OTRS and send a pull request FORK OTRS! Forked OTRS in github and sent a pull request with the WSDL fixes

ANOTHER PROJECT…. Like Open. NMS, OTRS requires a signed contributor agreement.

Your pull requests have to be shiny when the project doesn’t know you. Finish your Dev. Jam projects at Dev. Jam. LESSONS LEARNED

Current releases of Open. NMS (as of April 2014) support OTRS 3. 0 and below via the Open. NMS OTRS plugin. OTRS 3. 1 and higher is supported using the new OTRS “native” Generic Interface. Open. NMS code not yet released. See the Open. NMS wiki for current information: http: //www. opennms. org/wiki/OTRS CURRENT STATUS

DO YOU WANT TO SEE IT?

ALARM DETAIL No ticket details (yet) No ticket ID No ticket state

ALARM DETAIL Create ticket New buttons!

ALARM DETAIL Open. NMS ticket state changed to “pending” New ticket state

ALARM DETAIL Refresh the page to get OTRS ticket details OTRS ticket ID Ticket now Open

OTRS DASHBOARD Open. NMS has created a new ticket Ticket created in OTRS

TICKET DETAIL We can close the ticket from here Close Ticket

CLOSE TICKET Close Ticket

TICKET CLOSED Ticket state now “closed” in Open. NMS (need to “update” ticket to see this) Ticket now Closed

THANK YOU (ANY QUESTIONS? ) Jonathan@opennms. org