OpsMgr integration with ticketing systems.

Hi,

 I just wanted to clarify a few questions I have running around in my little head since im facing an upgrade form a large MOM2005 to OpsMgr 2007.

 What we have today is:
   Selected alerts have been assigned a custom Alert resolution state which means that the alert should be picked up and handled by our ticketing system.

   Our ticketing systems then looks in the Onepoint DB and finds all alerts with our custom resolution state, after the ticketing system picked up the alert it changes the resolution state again indicating that the alert is picked up and is now active in our ticketing system.
When the ticket is closed it also closes the alert in MOM.

Is this going to be a "valid" solution in OpsMgr as well? Since this is a very "friendly" way to integrate mom with ticketing systems if you know a bit of SQL it has been our preferred way of doing things.
It also makes it very easy for us to define which alerts we want forwarded to our ticketing system.

Basicly im not even in the test phase of OpsMgr yet, still waiting for the new blade servers to run it on, this also means that I havent digged into the new DB layout of 2007 yet.

But how have you guys gone about doing this, im open to all suggestions just want some idea's :D

I will also try to make a generic solution available if people are interested, with loads of integrations done in 2005 im not afraid of playing around with all OpsMgr has to offer behind the scenes as well.

An easy way would be to use the generic connector that microsoft is to release around Operations Manager 2007 SP 2.

You could also create custom resolution states, like you did in mom 2005..... blabla... and manage it that way.

Hi,

I did a similar thing recently to get alerts and performance data out of SCOM into our management system by querying the SQL directly, it was pretty  straightforward so if you did it in MOM you should find it ok. I've written about my setup here, you'll have to change the queries to suite your needs but it should show which tables you need to get to and join.

http://wmug.co.uk/blogs/stevesystems/default.aspx

If you want any more info on this just give me a shout.

Good luck, Steve 

Hey,

 Just installed a test server up and i see I have all the same possibilities with custom resolution states. so building a two way integration with our ticketing system will be pretty easy :)

 DB Layout seems to be allmost the same as MOM2005 in regards to alerts and SQL views.

 BR
Søren

SWEET!

My question even managed to get into the news letter :)