Icinga integration not closing tickets, opening clones

  • Used Zammad version: 3.3.0
  • Used Zammad installation source: (source, package, …) yum
  • Operating system: centos 7
  • Browser + version: chrome 80.0.3987.163

Expected behavior:

  • Zammad closes Icinga email tickets

Actual behavior:

  • Zammad opens new ticket on instead of closing old ticket

Steps to reproduce the behavior:

  • Admin > System > Integrations > Icinga

Auto close = yes

The main problem is I don’t know what Zammad is expecting in the subject or body to close the ticket.

What is the format of the expected message?

I’ve looked around and I couldn’t find this answered on github or here. This is for problems/services not hosts.

I will add I am open to using any of the monitoring integrations I just need to know what mail format to look for.

recovery/recovered/ok, etc.

I’ve tried subject and body with ok, recovery, recovered, state

As far as I can tell Zammad uses “WARNING” and “OK” for incident and recovery.
The nagios test might be of a help here:

Format can be as follows:
Subject: [PROBLEM] {Service} on {Host} is {State=(WARNING|OK)}!
Body:

***** Service Monitoring {LeMonitoring-Host} *****

Mailqueue on {Host} is {State=(WARNING|OK)}!

Info:    {Issue-Description}

When:    {Timestamp}
Service: {Service}
Host:    {Host}
...

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