This package contains two useful functions, which can be used to automatize the workflow based on the messages from the system monitoring suites. However, both functions are turned off by default, and they can be enabled in the system configuration.
Note
The OTRS Configuration Management feature is required to use these functions.
Link Incident Ticket with Configuration Item
An already opened incident ticket can be linked with the affected configuration item. This is only possible when a subsequent system monitoring email arrives.
The setting SystemMonitoring::LinkTicketWithCI needs to be enabled to use this feature.
Set Incident State
It is possible to set the incident state of a configuration item automatically when a system monitoring email arrives.
The setting SystemMonitoring::SetIncidentState needs to be enabled to use this feature.
Allow Program Safe to Run
External programs to be run by OTRS are blocked by default due to security reasons. You have to add the program to the allow list as described in the Allow Program Safe to Run chapter of the administration manual.
