Infos:
-
Used Zammad version: 2.3
-
Used Zammad installation source: deb package
-
Operating system: ubuntu 16
-
Browser + version: latest chrome and firefox
-
In Admin > System > Integration, Icinga is activated
-
The address is postmaster@domain.tld and autoclose option is active with status closed
Expected behavior:
- When a message comes in from icinga the customer is postmaster@domain.tld and a new ticket is opened.
The title has [PROBLEM] Host id-000000 + [replaced] + [replaced] is DOWN! - After a recovery of the device, icinga sends a message again.
The title is now [RECOVERY] Host id-000000 + [replaced] + [replaced] is UP! - This should be attached as a new article to the already existing ticket from above and the ticket should be closed.
Actual behavior:
-
When a message comes in from icinga the customer is postmaster@domain.tld and a new ticket is opened.
The title has [PROBLEM] Host id-000000 + [replaced] + [replaced] is DOWN! -
After a recovery of the device, icinga sends a message again.
The title is now [RECOVERY] Host id-000000 + [replaced] + [replaced] is UP! -
The ticket which was already created is not recognized and a new ticket is created.
-
Tickets are never automatically closed
-
Most of the time another DOWN message comes in and gets attached to an already opened DOWN message from another device with a new article. See attached image
-
It also happens that RECOVERY messages are attached to the wrong DOWN messages. So devices are mixed up within Zammad
Steps to reproduce the behavior:
- It is not possible to get the expected behavior. It happens kind of random which DOWN ticket acts as a collection for all DOWN messages.
I’m really helpless with this issue. I don’t know if there is any configuration I’m missing. Can it be a problem with the titles of the Icinga messages?
