Checkmk integration: hostname AND servicename in ticket-title

datenschuft · March 21, 2025, 9:40am

Infos:

Used Zammad version: 6.4.1-1741933941.0923b150.bookworm
Used Zammad installation type: package
Operating system: Debian 12
Browser + version: any

Expected behavior:

checkmk-integration: Ticket title should include the hostname and service name (on a service-problem)

Actual behavior:

checkmk-integration: Ticket title contain only the hostname

detailed explanation:

*We are switching our monitoring from icinga to checkmk.
The zammad integration (System / Integrations/ checkmk) works smooth.

Unfortunately, in the case of a service problem, only the hostname is displayed in the ticket title
We would like to display the service name and hostname and not just the host name in the ticket title, as was possible with the emails through Icinga.

an Example:
Ticket title (generated by an e-mail from icinga)
[PROBLEM] Updates on webserver is CRITICAL!

Ticket title (generated by checkmk integration)
webserver is CRITICAL

and in the ticket-article is the info about the problematic service
like:
EventID: 29887
Host: webserver.xxxxxxxx
Service: APT Updates
State: CRITICAL
Text: 1 normal updates(!), 6 security updates (php8.2-readline…)

My understanding is that Zammad generates this ticket using the CheckMK integration.
The sample script from the Zammad CheckMK integration page doesn’t have an explicit field for the ticket title. Therefore, I assume that Zammad’s coding itself creates the ticket title.

Is it possible to configure the ticket title to be linked to the hostname and service name? like
on is
APT Updates on webserver is CRITICAL

how can this be done ?
or is it a feature request ?

datenschuft · April 3, 2025, 7:38pm

i’m not a programmer, but i think this would be the right place

github.com/zammad/zammad

app/controllers/integration/check_mk_controller.rb

develop

# Copyright (C) 2012-2025 Zammad Foundation, https://zammad-foundation.org/

class Integration::CheckMkController < ApplicationController
  skip_before_action :verify_csrf_token
  before_action :check_configured

  def update

    # check params
    raise Exceptions::UnprocessableEntity, 'event_id is missing!' if params[:event_id].blank?
    raise Exceptions::UnprocessableEntity, 'state is missing!' if params[:state].blank?
    raise Exceptions::UnprocessableEntity, 'host is missing!' if params[:host].blank?

    # search for open ticket
    auto_close = Setting.get('check_mk_auto_close')
    auto_close_state_id = Setting.get('check_mk_auto_close_state_id')
    group_id = Setting.get('check_mk_group_id')
    state_recovery_match = '(OK|UP)'

    # follow-up detection by meta data

This file has been truncated. show original

Line 39:
replace
title = “#{params[:host]} is #{params[:state]}”
with
title = “#{params[:host]} #{params[:service] is #{params[:state]}”

Is there a programmer who can tell me if I should test this or is this complete bullshit?

and yes, I know that my coding will be lost during an update

MrGeneration · April 3, 2025, 7:40pm

With half an eye glimpse looks good to me .

Give it a try, restart Zammad and send a test alert and recover it. If shit hits the fan, you can revert within 5 minutes.

Edit:
Look who reported a bug about this… some while… ago

github.com/zammad/zammad

check_mk : Recognize E-Mail follow ups on tickets (like Nagios)

opened 10:57AM - 28 Nov 18 UTC

MrGeneration

bug verified integration prioritised by payment

### Infos: * Used Zammad version: 2.7.x * Installation method (source, packa…ge, ..): n/a * Operating system: n/a * Database + version: n/a * Elasticsearch version: n/a * Browser + version: n/a * Ticket-ID: #1031272 ### Expected behavior: * When sending a E-Mail about Service problems regarding the same system, Zammad will append a new article to the same ticket, if the state of the host changes (e.g. State changes back to "OK") or further information are send by check_mk. Nagios does work the same way. ### Actual behavior: * Zammad opens a new ticket on each E-Mail check_mk sends, no matter if it's about the same host. It will also not close resolved issue tickets as result of that. ### Steps to reproduce the behavior: * Configure check_mk * change a state of a host to anything other than OK (e.g. Critical) and wait for check_mk to send the E-Mail * After the E-Mail has been received by Zammad, re check the service state (which will cause a self heal and E-Mail with State "OK") => Zammad will not append the article to the same ticket. As this works in Nagios and our Integration page clearly says "[...] by API or E-Mail [...]" I think this is a bug or should at least get improvement Yes I'm sure this is a bug and no feature request or a general question.

datenschuft · April 4, 2025, 1:06pm

However, the linked issue mentions that CheckMK sends emails and Zammd converts these emails into tickets.
In my case, I’m talking about the Zammad integration checkMK.
CheckMk is talking with zammad via an curl request to an zammad endpoint (URL).
These are probably somewhat different (even though similar) things.

MrGeneration · April 4, 2025, 1:50pm

I wouldn’t wonder if the culprit is the same / a similar one.
But sure, you can create another bug report and mention the old one as possible duplicate. Don’t know.