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OPVIEW Service Now Notification

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gaurav.kar@allianz.com
gaurav.kar@allianz.com's picture
OPVIEW Service Now Notification

Not all alers are being sent to Service Now from Opsview

 

When I see the spool , it says-Ignoring non-first notifications or unless the last hard state has just changed to CRITICAL

What does it mean?

mcohen@lattice-engines.com
mcohen@lattice-engines.com's picture
I'm seeing the same problem for Jira integrations.

+1 on this issue.. 

Duncan Ferguson
dferguson's picture
Have you added the

Have you added the notification methods to your system 'recently'?  If so, you'll only get notifications via ServiceNow or JIRA for new alerts, not servicechecks or hosts already in a non-OK state.

  Duncs

mcohen@lattice-engines.com
mcohen@lattice-engines.com's picture
The notification method has

The notification method has been in configuration for over a year. 

We recently upgraded both Jira (to 7) and Opsview.

smarsh
smarsh's picture
Ah. I know what the issue is

Ah. I know what the issue is - have a read of this: docs.opsview.com/doku.php?id=opsview4.6:servicedesk-connector:configuration

Jira moved away from SOAP in version 7, so you'll need to modify the service desk connector (if you are on 4.6 or later) to use the API by setting:

  use_rest_api: 1
mcohen@lattice-engines.com
mcohen@lattice-engines.com's picture
That's already in place..

That's already in place..

I see "Ignoring non-first notifications or unless the last hard state has just changed to CRITICAL " in the logs..

Duncan Ferguson
dferguson's picture
The error message you see

The error message you see 'Ignoring non-first notification' means that a 2nd or greater alert is being notified for the service/host – to prevent multiple tickets being raised for the same thing Nagios tracks how often a notification has been raised.  If it’s a new issue the count is 0 so a ticket can be created.  If its 1 or more then no further tickets are created as there should already be one, so the ticket system doesn’t get spammed by one issue.

Are these new issues that are being notified upon that have gone into a hard state, or existing alerts that have been non-OK for some time?

  Duncs

gaurav.kar@allianz.com
gaurav.kar@allianz.com's picture
Reply

Existing alerts that have been non-OK for some time

Duncan Ferguson
dferguson's picture
You should be able to reset

You should be able to reset these by submitting an OK result for each non-OK service check - this will reset the internal counter back to 0 so when it goes back into a non-OK state (after the service check interval - normally 5 minutes) a ticket should be raised.

  Duncs