handle_TD_incident

Changes for version 2 (mainly same as in history.txt)

• 21 Mar 2018 Version 2.2.1

  • Complete rework for Topdesk 7.11 because API instead of using URLs
  • Removed --version ($TD_version) option
  • New routines for Login/Logout
  • Rewriten create_incident() and modify_incident()
  • Removed complete_create_incident()
  • Removed -n because the notes field doesn't exist anymore
  • Removed configuration object ($TD_object). Not needed
  • Removed soortmeldingid - Incident Type - because we do create only incidents
  • Change variable $TD_input to $TD_entryType for better readability
  • In the past a clear userfriendly entry could be used for the caller. But because the user is normally a registered user in Topdesk the user can't be called by "caller" (and clear name). It can only be called by callerLookup which need the UNID (ID in datababase). The UNID is in API calls named as ID and a long alphanumerical not self explaining string. Because this can't be stored easily in hashes etc. the definition has been outsourced to .ini files.

  The name of the .ini file will be always in the format topdeskhost.domain.ini

  Because some other definitions will also be referenced by UNID these mappings are also defined in the .ini file.

  These definitions are:

  • caller
  • Entry type (Alert, WEB, Phone etc.)
  • Duration (severity)
  • Operator Groups

  To have all user defineable values in one place all definitions stored in hashes in the old program will be stored in the .ini files now.

  • New option --config_dir if the config is stored in a non default location.

  • Rewritten time stamp offset. Now acceptiing negative values for timezones west of Greenwich

  • Removed free logic field support. This is much more complex in new Topdesk versions and can be used for various content. So a general solution is not possible here.

  • Replaced -R or --recover-status="text string" by --processing-status because it is the status field from the Prosessing section.

  • Option -r|--ready was changed to --close. The values for complete or close has to be stored in your config file and it must be allowed by Topdesk administration to do so.

  • Changed $TD_incident_id to $TD_incident_number. It's more correct.

  • Removed "Always complete or close the incident". This part was nonsense ;-)

  • Removed -T|--time for automatically close/complete an incident after a given time. Doesn't fit compliance requirement and doesn't make sense anymore.

  • Some perl modules not needed anymore:

  • LWP::Simple

  • LWP::UserAgent

  • HTTP::Cookies

  • 15 Jul 2018 Version 2.1.0

  • Added logging function. Logfile name will be taken from configuration file or can be handed over by option --logfile =

  • Every logging message has a unique key which makes access easy when doing logfile monitoring.

  • Added printing of logging messages by option --print-messages to get all possible logging messages as a help for logfile monitoring

  • Some small bugfixes.

  • 31 Jul 2019 Version 2.1.1

  • In case an error happens during creation of an incident an email will be send to the given email address. This action will be also logged now.

  • Bugfix: Severity is only used when incident is created. So it should not be par of $log_msg_data in case of OK or UP. Fixed.

  • 05 Aug 2019 Version 2.2.0

  • New options: --iface_mon_host=hostname --iface_mon_service=servicename With this new options you can name a host and service in your monitor system to monitor the interface to Topdesk for functionality. All events will cause an alert or OK in your monitor system for the specified service check.

    Beware! Set

    is_volatile 1

    to be notified if several different red alerts will be submitted. Additionally every alert will be locked as a comment. So you don't need to check the locks for a detailed history.

  • 02 Sep 2019 Version 2.2.1

  • Small modification to 2.2.0: Every time a connect to Topdesk is successful AND --iface_mon_host and --iface_mon_service is set an OK Message will be set as check result

• 21 Mar 2018 Version 2.0.0

  • Complete rework for Topdesk 7.11 API instead of using URLs
  • Removed --version ($TD_version) option
  • New routines for Login/Logout
  • Rewriten create_incident() and modify_incident()
  • Removed complete_create_incident()
  • Removed -n because the notes field doesn't exist anymore
  • Removed configuration object ($TD_object). Not needed
  • Removed soortmeldingid - Incident Type - because we do create only incidents
  • Change variable $TD_input to $TD_entryType for better readability
  • In the past a clear userfriendly entry could be used for the caller. But because the user is normally a registered user in Topdesk the user can't be called by "caller" (and clear name). It can only be called by callerLookup which need the UNID (ID in datababase). The UNID is in API calls named as ID and a long alphanumerical not self explaining string. Because this can't be stored easily in hashes etc. the definition has been outsourced to .ini files.

  The name of the .ini file will be always in the format topdeskhost.domain.ini

  Because some other definitions will also be referenced by UNID these mappings are also defined in the .ini file.

  These definitions are:

  • caller
  • Entry type (Alert, WEB, Phone etc.)
  • Duration (severity)
  • Operator Groups

  To have all user defineable values in one place all definitions stored in hashes in the old program will be stored in the .ini files now.

  • New option --config_dir if the config is stored in a non default location.
  • Rewritten time stamp offset. Now acceptiing negative values for timezones west of Greenwich
  • Removed free logic field support. This is much more complex in new Topdesk versions and can be used for various content. So a general solution is not possible here.
  • Replaced -R or --recover-status="text string" by --processing-status because it is the status field from the Prosessing section.
  • Option -r|--ready was changed to --close. The values for complete or close has to be stored in your config file and it must be allowed by Topdesk administration to do so.
  • Changed $TD_incident_id to $TD_incident_number. It's more correct.
  • Removed "Always complete or close the incident". This part was nonsense ;-)
  • Removed -T|--time for automatically close/complete an incident after a given time. Doesn't fit compliance requirement and doesn't make sense anymore.