Hi ​@martin.szabo.opmobility

You're right, we've never developed these APIs because few users configure escalations.

Could you tell us about your use of escalations? You have around 500 escalations, how many services and hosts do you monitor?

Could you also tell us if you are changing recipients, notification methods, or both?

Finally, why prefer to configure this in Centreon compared to third-party tools such as OpsGenie, PagerDuty, etc.

Regards,

Our use-case:
We’re using the escalations to generate tickets in our ticket system.
The notifications are going to the admins. If they can resolve an issue, everything’s fine.
If the problem persists for a longer period, the escalation will generate a ticket.

best regards
Horst

Hi ​@Horst Kitsch, so you use escalations to create a ticket in your ITSM if the person hasn't fixed the problem after a certain amount of time.

Creating an incident ticket is therefore not mandatory for each incident and is only effective if the problem persists after a certain delay.

Which ITSM do you use?

What do you think about escalations configuration?

Regards

Hi ​@Laurent, yes that’s right. Not every incident will trigger a ticket immediately. Some do, but for many, there is a grace-period, before generating a ITSM ticket. We use the escalation feature for that.
We’re currently using a ITSM with smtp interface, but we’re looking forward to (hopefully) migrate soon to ServiceNow.

Since we do a lot of configuration via API, the escalation configuration could be better. That’s the reason, why we watch this idea! We’re only a small team of experts, so automation is key for us!

Best regards
 

HI ​@Horst Kitschn thank you for your answers.

So you need API to configure escalations about to after a certain amount of time create a ticket in your ITSM tool.

What do you think about a stream connector to create tickets automatically, through API, in your ITSM if a problem persists on a resources after X minutes?

Wouldn't this be easier to set up and maintain?

Hi ​@lpinsivy , finally that’s our goal, but not possible with our current ITSM tool.

We’re already using stream-connectors for another kind of notification.

In general, API is the key for automation and we hope to get more and more functions from centreon configurable by API. We’ve found quite a few things, which are not exportable or configurable by API. That’s not good in a large environment. 

​@Horst Kitsch What other gaps in our APIv2 have you also noticed?