通过 API 创建工单
➡️ 使用 REST API 自动创建 iTop 工单
本指南演示如何通过 REST/JSON API 自动创建 iTop 工单，适用于监控告警自动转工单、邮件转工单等场景。
概述
本页包含各种语言的示例脚本，用于从命令行在 iTop 中创建工单。这些脚本使用 iTop 的 REST/JSON API 在远程 iTop 服务器上创建工单（脚本必须通过 http/https 访问 iTop）。这些脚本旨在与 Nagios 一起使用，因为它们需要 4 个参数：host、service、service_status 和 service_state_type，但唯一有意义的参数是 host，并且调整脚本以满足您的特定需求非常容易。
选择您最喜欢的脚本语言，不要犹豫定制它。
使用 PHP
本节提供了一个用 PHP 脚本语言编写的示例脚本，用于在（远程）iTop 中使用 REST/JSON Web 服务创建工单。为了简化此示例，仅执行了最少的参数验证和返回状态验证。
要求：带有 cURL 模块的 PHP。
限制：Nagios 中的 “host” 值必须对应于 iTop 中唯一的 FunctionalCI。
以下 PHP 脚本创建一个 UserRequest 工单（您可以将配置更改为创建 Incident 或 Change），并将提供的 host（= FunctionalCI）附加到它。工单在与 host 相同的组织中创建。
#!/usr/bin/php
<?php
// Configuration
$ITOP_URL = 'https://demo.combodo.com/simple';
$ITOP_USER = 'admin';
$ITOP_PWD = 'admin';
$TICKET_CLASS = 'UserRequest';
$TITLE = 'Service Down on %1$s';
$DESCRIPTION = 'The Service "%2$s" is down on "%1$s"';
$COMMENT = 'Created from PHP';
if ($argc != 5)
{
echo "Usage: {$argv[0]} <host> <service> <service_status> <service_state_type>\n";
exit;
}
$host = $argv[1];
$service = $argv[2];
$service_status = $argv[3];
$service_state_type = $argv[4];
$url = $ITOP_URL.'/webservices/rest.php?version=1.0';
if (($service_status != "OK") && ($service_status != "UP") && ($service_state_type == "HARD"))
{
$payload = array(
'operation' => 'core/create',
'class' => $TICKET_CLASS,
'fields' => array(
'org_id' => sprintf('SELECT Organization AS O JOIN FunctionalCI AS CI ON CI.org_id = O.id WHERE CI.name="%1$s"', $host),
'title' => sprintf($TITLE, $host, $service),
'description' => sprintf($DESCRIPTION, $host, $service),
'functionalcis_list' => array(
array('functionalci_id' => sprintf("SELECT FunctionalCI WHERE name='%s'", $host), 'impact_code' => 'manual'),
),
),
'comment' => $COMMENT,
'output_fields' => 'id',
);
$data = array(
'auth_user' => $ITOP_USER,
'auth_pwd' => $ITOP_PWD,
'json_data' => json_encode($payload)
);
$options = array(
CURLOPT_POST => count($data),
CURLOPT_POSTFIELDS => http_build_query($data),
// Various options...
CURLOPT_RETURNTRANSFER => true, // return the content of the request
CURLOPT_HEADER => false, // don't return the headers in the output
CURLOPT_FOLLOWLOCATION => true, // follow redirects
CURLOPT_ENCODING => "", // handle all encodings
CURLOPT_AUTOREFERER => true, // set referer on redirect
CURLOPT_CONNECTTIMEOUT => 120, // timeout on connect
CURLOPT_TIMEOUT => 120, // timeout on response
// Disabling SSL verification
CURLOPT_SSL_VERIFYPEER => false, // Disable SSL certificate validation
CURLOPT_SSL_VERIFYHOST => false, // Disable host vs certificate validation
);
$handle = curl_init($url);
curl_setopt_array($handle, $options);
$response = curl_exec($handle);
$errno = curl_errno($handle);
$error_message = curl_error($handle);
curl_close($handle);
if ($errno !== 0)
{
echo "Problem opening URL: $url, $error_message\n";
exit;
}
$decoded_response = json_decode($response, true);
if ($decoded_response === false)
{
echo "Error: ".print_r($response, true)."\n";
}
else if ($decoded_response['code'] != 0)
{
echo $decoded_response['message']."\n";
}
else
{
echo "Ticket created.\n";
}
}
else
{
echo "Service state type !='HARD', doing nothing.\n";
}
用法
create-ticket.php <host> <service> <service_status> <service_state_type>
配置
编辑脚本开头的以下行（在脚本开头）以根据您的环境进行调整：
// Configuration
$ITOP_URL = 'https://demo.combodo.com/simple';
$ITOP_USER = 'admin';
$ITOP_PWD = 'admin';
$TICKET_CLASS = 'UserRequest';
$TITLE = 'Service Down on %1$s';
$DESCRIPTION = 'The Service "%2$s" is down on "%1$s"';
$COMMENT = 'Created from PHP'
故障排除
您可以通过手动运行脚本来测试工单创建。例如，如果您的 iTop 中存在名为 Server1 的服务器，您可以运行以下命令来创建工单：
create-ticket.php "Server1" "Manual Test" "DOWN" "HARD"
使用 Perl
本节提供了一个用 Perl 脚本语言编写的示例脚本，用于在（远程）iTop 中使用 REST/JSON Web 服务创建工单。为了简化此示例，仅执行了最少的参数验证和返回状态验证。
要求：带有 LWP 和 JSON 模块的 Perl。
限制：Nagios 中的 “host” 值必须对应于 iTop 中唯一的 FunctionalCI。
以下 Perl 脚本创建一个 UserRequest 工单（您可以将配置更改为创建 Incident 或 Change），并将提供的 host（= FunctionalCI）附加到它。工单在与 host 相同的组织中创建。
#!/usr/bin/perl
use strict;
use warnings;
use LWP 5.64;
use JSON;
# Default values
my $ITOP_URL = 'https://demo.combodo.com/simple';
my $ITOP_LOGIN = "admin";
my $ITOP_PWD = "admin";
my $TICKET_CLASS = 'UserRequest';
my $DEFAULT_DESCRIPTION = 'Service "%1$s" is down on host "%2$s"';
my $DEFAULT_TITLE = 'Service down on "%1$s"';
my $COMMENT = "Created from $0";
# Parameters checking
my ($host, $service, $service_status, $service_state_type) = @ARGV;
if (not defined $host)
{
die "Parameter 1: 'host' needed.\n";
}
if (not defined $service)
{
die "Parameter 2: 'service' needed.\n";
}
if (not defined $service_status)
{
die "Parameter 3: 'service status' needed.\n";
}
if (not defined $service_state_type)
{
die "Parameter 4: 'service state type' needed.\n";
}
if ( ($service_status ne "OK" ) && ( $service_status ne "UP" ) && ( $service_state_type eq "HARD" ))
{
my $url = "$ITOP_URL/webservices/rest.php?version=1.0";
my $browser = LWP::UserAgent->new;
$browser->ssl_opts(verify_hostname => 0, SSL_verify_mode => 0x00);
my %ci_link = ( 'functionalci_id' => "SELECT FunctionalCI WHERE name='$host'", 'impact_code' => 'manual');
my %fields = (
'org_id' => "SELECT Organization AS O JOIN FunctionalCI AS CI ON CI.org_id=O.id WHERE CI.name='$host'",
'title' => sprintf($DEFAULT_TITLE, $host),
'description' => sprintf($DEFAULT_DESCRIPTION, $service, $host),
'functionalcis_list' => [ \%ci_link ],
);
my %data = (
'operation' => 'core/create',
'class' => $TICKET_CLASS,
'comment' => $COMMENT,
'output_fields' => 'id',
'fields' => \%fields,
);
my $response = $browser->post($url, [
'auth_user' => $ITOP_LOGIN,
'auth_pwd' => $ITOP_PWD,
'json_data' => encode_json \%data,
]);
if ($response->is_success)
{
my $output = decode_json( $response->decoded_content); # or whatever
if ($output->{'code'} != 0)
{
print $output->{'message'}."\n";
}
else
{
print "Ticket created.\n";
}
}
else
{
die $response->status_line;
}
}
else
{
print "Service state type !='HARD', doing nothing.\n";
}
用法
create-ticket.pl <host> <service> <service_status> <service_state_type>
配置
编辑脚本开头的以下行（在脚本开头）以根据您的环境进行调整：
# Default values
my $ITOP_URL = 'https://demo.combodo.com/simple';
my $ITOP_LOGIN = "admin";
my $ITOP_PWD = "admin";
my $TICKET_CLASS = 'UserRequest';
my $DEFAULT_DESCRIPTION = 'Service "%1$s" is down on host "%2$s"';
my $DEFAULT_TITLE = 'Service down on "%1$s"';
my $COMMENT = "Created from $0";
故障排除
您可以通过手动运行脚本来测试工单创建。例如，如果您的 iTop 中存在名为 Server1 的服务器，您可以运行以下命令来创建工单：
create-ticket.pl "Server1" "Manual Test" "DOWN" "HARD"
使用 Python
本节提供了一个用 python 脚本语言编写的示例脚本，用于在（远程）iTop 中使用 REST/JSON Web 服务创建工单。为了简化此示例，仅执行了最少的参数验证和返回状态验证。
要求：带有 requests、json 和（显然）sys 包的 python。
限制：Nagios 中的 “host” 值必须对应于 iTop 中唯一的 FunctionalCI。
以下 python 脚本创建一个 UserRequest 工单（您可以将配置更改为创建 Incident 或 Change），并将提供的 host（= FunctionalCI）附加到它。工单在与 host 相同的组织中创建。
#!/usr/bin/python
import requests
import json
import sys
ITOP_URL = 'https://demo.combodo.com/simple'
ITOP_USER = 'admin'
ITOP_PWD = 'admin'
TICKET_CLASS = 'UserRequest'
TITLE = 'Service down on %(host)s'
DESCRIPTION = 'The service %(service)s is down on %(host)s'
COMMENT = 'Created from Python'
if len(sys.argv) != 5:
print "Usage: "+sys.argv[0]+" host service service_status service_state_type\n"
sys.exit()
else:
print str(sys.argv)
host = sys.argv[1]
service = sys.argv[2]
service_status = sys.argv[3]
service_state_type = sys.argv[4]
if (service_status != "OK") and (service_status != "UP") and (service_state_type == "HARD" ):
json_data = {
'operation': 'core/create',
'class': TICKET_CLASS,
'fields': {
'title': TITLE % {'host': host },
'description': DESCRIPTION % {'host': host, 'service': service },
'org_id': 'SELECT Organization AS O JOIN FunctionalCI AS CI ON CI.org_id = O.id WHERE CI.name="%(host)s"' % {'host': host},
'functionalcis_list': [ {
'functionalci_id': "SELECT FunctionalCI WHERE name='%(host)s'" % {'host': host},
'impact_code': 'manual',
}],
},
'comment': COMMENT,
'output_fields': 'id',
}
encoded_data = json.dumps(json_data)
r = requests.post(ITOP_URL+'/webservices/rest.php?version=1.0', verify=False, data={'auth_user': ITOP_USER , 'auth_pwd': ITOP_PWD , 'json_data': encoded_data})
result = json.loads(r.text);
if result['code'] == 0:
print "Ticket created.\n"
else:
print result['message']+"\n"
else:
print "Service state type !='HARD', doing nothing.\n"
用法
create-ticket.py <host> <service> <service_status> <service_state_type>
配置
编辑脚本开头的以下行以根据您的环境进行调整：
ITOP_URL = 'https://demo.combodo.com/simple'
ITOP_USER = 'admin'
ITOP_PWD = 'admin'
TICKET_CLASS = 'UserRequest'
TITLE = 'Service down on %(host)s'
DESCRIPTION = 'The service %(service)s is down on %(host)s'
COMMENT = 'Created from Python'
故障排除
您可以通过手动运行脚本来测试工单创建。例如，如果您的 iTop 中存在名为 Server1 的服务器，您可以运行以下命令来创建工单：
create-ticket.py "Server1" "Manual Test" "DOWN" "HARD"
使用 bash 和 wget
本节提供了一个用 bash 脚本语言编写的示例脚本，用于在（远程）iTop 中使用 REST/JSON Web 服务创建工单。为了简化此示例，仅执行了最少的参数验证和返回状态验证。
要求：bash 和 wget。
限制：Nagios 中的 “host” 值必须对应于 iTop 中唯一的 FunctionalCI。
以下 bash 脚本创建一个 UserRequest 工单（您可以将配置更改为创建 Incident 或 Change），并将提供的 CI 附加到它。工单在与 CI 相同的组织中创建。
#!/bin/bash
##################################################################################
# #
# Example script for creating a UserRequest ticket via the REST/JSON webservices #
# #
##################################################################################
# iTop location and credentials, change them to suit your iTop installation
ITOP_URL="https://demo.combodo.com/simple"
ITOP_USER="admin"
ITOP_PWD="admin"
# Parameters checking, see below for default values
if [ "$1" == "" ]; then
echo "Missing parameter 1: host"
exit -1
else
HOST="$1"
fi
if [ "$2" == "" ]; then
echo "Missing parameter 2: Service"
exit -1
else
SERVICE="$2"
fi
if [ "$3" == "" ]; then
echo "Missing parameter 3: Service Status"
exit -1
else
SERVICE_STATUS="$3"
fi
if [ "$4" == "" ]; then
echo "Missing parameter 4: Service State Type"
exit -1
else
SERVICE_STATUS_TYPE="$4"
fi
# Default values, adapt them to your configuration
TICKET_CLASS="UserRequest"
ORGANIZATION="SELECT Organization JOIN FunctionalCI AS CI ON CI.org_id=Organization.id WHERE CI.name='"${HOST}"'"
TITLE="Service Down on $1"
DESCRIPTION="The service $SERVICE is in state $SERVICE_STATUS on $HOST"
# Let's create the ticket via the REST/JSON API
if [[ ( "$SERVICE_STATUS" != "OK" ) && ( "$SERVICE_STATUS" != "UP" ) && ( "$SERVICE_STATUS_TYPE" == "HARD" ) ]]; then
CIS_LIST='[{"functionalci_id":"SELECT FunctionalCI WHERE name=\"'"$1"'\"", "impact_code": "manual"}]'
JSON_DATA='{"operation":"core/create", "class":"'"${TICKET_CLASS}"'", "fields": {"functionalcis_list":'"${CIS_LIST}"', "org_id":"'"${ORGANIZATION}"'", "title":"'"$TITLE"'", "description":"'"$DESCRIPTION"'"}, "comment": "Created by the Monitoring", "output_fields": "id"}'
RESULT=`wget -q --post-data='auth_user='"${ITOP_USER}"'&auth_pwd='"${ITOP_PWD}"'&json_data='"${JSON_DATA}" --no-check-certificate -O - "${ITOP_URL}/webservices/rest.php?version=1.0"`
PATTERN='"key":"([0-9])+"'
if [[ $RESULT =~ $PATTERN ]]; then
echo "Ticket created successfully"
else
echo "ERROR: failed to create ticket"
echo $RESULT
fi
else
echo "Service State Type != HARD, doing nothing"
fi
用法
create-ticket.bash <host> <service> <service_status> <service_state_type>
配置
更改脚本顶部的 3 行以适应您的环境：
ITOP_URL="https://demo.combodo.com/simple"
ITOP_USER="admin"
ITOP_PWD="admin"
然后更改默认值以满足您的需求：
# Default values, adapt them to your configuration
TICKET_CLASS="UserRequest"
ORGANIZATION="SELECT Organization JOIN FunctionalCI AS CI ON CI.org_id=Organization.id WHERE CI.name='"${HOST}"'"
TITLE="Service Down on $1"
DESCRIPTION="The service $SERVICE is in state $SERVICE_STATUS on $HOST"
故障排除
您可以通过手动运行脚本来测试工单创建。例如，如果您的 iTop 中存在名为 Server1 的服务器，您可以运行以下命令来创建工单：
create-ticket.bash "Server1" "Manual Test" "DOWN" "HARD"
使用 bash 和 curl
本节提供了一个用 bash 脚本语言编写的示例脚本，用于在（远程）iTop 中使用 REST/JSON Web 服务更新工单。
复制粘贴此命令作为示例：
curl -X POST -F 'version=1.3' -F 'auth_user=admin' -F 'auth_pwd=admin' http://localhost/itop/webservices/rest.php --form-string 'json_data={"operation":"core/create","comment":"Synchronization from blah...", "class":"UserRequest","output_fields":"id, friendlyname", "fields":{"org_id":"SELECT Organization WHERE id=3", "caller_id":{"name":"monet","first_name":"claude"},"title":"issue blah","description":"something happened"}}'
原文：https://www.itophub.io/wiki/page?id=3_2_0:advancedtopics:create_ticket
2024/09/10 10:25 by127.0.0.1
版本：3_2_0/advancedtopics/create_ticket.txt · Last modified: 2024/09/10 10:25 by 127.0.0.1