Alarm Console

Combodo's customers only

This extension provides a new type of object: Alarm and a simple user interface to list the alarms and either acknowledge them or create a ticket from one or more alarm.

A simple command line PHP script to create an alarm is also provided by the extension.

• Automatic refresh of the list of alarms, with user defined filtering
• One click acknowledgment of multiple alarms. (Only allowed to users having the profile Alarms Manager“)
• Creation of a ticket from several alarms (and automatic acknowledgment of the alarms) in one operation
• Automatic (in the background) deletion of acknowledged alarms after a configurable retention delay

• The total count of alarms is not properly updated when the list of alarms is refreshed.
• The sort order of the list of alarms is not preserved during the refresh when using a version of iTop lower than 2.1.0.
• Version 1.0.0 of this extension is not compatible with iTop 2.2.0.

This extension has no specific external dependencies.

Use the Standard installation process for this extension.

The custom configuration show below has the following effect:

• Acknowledged alarms are kept for 60 days instead of 30 (alarms_retention_delay)
• Alarms are turned into Incident tickets instead of User Requests (target_class)
• The description contains - for each Alarm/CI - the severity of the alarm, the name of the CI and the message of the alarm (message_line_template)
• The descripton contains some additional text (with line breaks) to explain better the source/cause of the ticket (message_text_format). Notice how line breaks are enclosed in double quotes.
• The ticket is pre-filled with a default urgency, impact and service (ticket_default_values)

        'combodo-alarm-console' => array (
                'refresh_delay' => 60,
                'watchdog_delay' => 300,
                'alarms_retention_delay' => 60,
                'alarms_hilighting' => true,
                'target_class' => 'Incident',
                'cis_att_code' => 'functionalcis_list',
                'description_att_code' => 'description',
                'message_line_template' => '> [$alarm->severity$] $alarm->functionalci_name$: $alarm->message$',
                'message_text_format' => 'Les informations suivantes ont été remontées par la supervision:'."\n".'%1$s'."\n".'Bonne chance !',
                'ticket_default_values' => array (
                        'urgency' => '1',
                        'impact' => 1,
                        'service_id' => 'Computers and peripherals',
                ),
        ),

Users allowed to acknowledge alarms must have the profile Alarms Manager

To display the Alarm Console, click on the “Alarm Console” menu in the “Helpdesk” section.

The console automatically displays the list of all “On Going” alarms. You can pull down the “Search” drawer to adjust the filter used for building the list (don't forget to click on the “Search” button to apply your search criteria).

From the list of alarms you can select one or more alar🤦s) and either:

• Acknowledge all the selected the alarms without creating any ticket by pressing the “Acknowlegde Alar🤦s)” button. No confirmation will be asked.
• Create a ticket (and acknowledge) the selected alarms.

When creating a ticket from one or more alarms, the ticket creation form is displayed. Three fields of this form are pre-populated:

• The Organization field is populated with the organization of the Alar🤦s). (Only if all selected Alarms are of the same Organization)
• The Description field is populated with the concatenation of all the Alarm messages (one per line).
• The list of attached CIs is populated with all the CIs attached to the selected Alar🤦s).

Once the ticket is created, all the related Alarms are automatically acknowledged.

Alarms cannot be created or edited interactively in iTop. To create an alarm an external tool must either use the REST/JSON webservice or the provided command line script create_alarm.php.

The command line script create_alarm.php uses the iTop webservices, therefore it can be run on any system having an http(s) connection to iTop.

php create_alarm.php <itop_url> <itop_user> <itop_pwd> <message> <CI name> <service> <status> <organization name>

Where:

• itop_url is the URL to the iTop application.
• itop_user is the login for connecting to iTop.
• itop_pwd is the password associated with the login.
• message is the alarm message (free text)
• CI name is the unique name of the CI associated with the alarm
• service is the service of the alarm (free text)
• status is the status of the alarm. one of down, critical, warning
• organization name is the unique name of the Organization for which to create the alarm.

Example:

php create_alarm.php https://itop.demo.com admin admin "HP Agents Status Degradated" Server4 "HP Agent" warning Demo