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If the integration is not working, review this section and follow the guidance prescribed:
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| title | 1. OP5 alerts are not getting created in Jira Service Management |
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| title | Steps to troubleshoot |
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Run the following test command from the shell. Check if the test alert is created in Jira Service Management: /home/jsm/jec/scripts/send2jsm -entityType=host -t=PROBLEM -hs=DOWN -hn=test_host
If "Trace/breakpoint trap" error occurs: It means the send2jsm plugin isn't compatible with the server distribution. Follow the "Source and Recompiling send2jsm" section on this page and rebuild send2jsm.go according to the specific server environment. If the alert is created in Jira Service Management: It means the integration is installed configured correctly. The problem might be that OP5 is not notifying the Jira Service Management contact for alerts. Check the OP5 alert notifications log. If not: Check the log files under /var/log/jec. Look for the following errors in the log file: If a "RestException[Could not authenticate.]" error appears in the logs, it means Jira Service Management couldn't identify your API key. Check if the API key is set correctly, as explained in "Configure OP5 Package in OP5 Monitor" on this page. If "Could not execute this action with apiKey of [OP5] integration" appears in the logs, the wrong integration package may have been downloaded. Make sure to download the OP5 integration package. If unsure of the problem, set the plugin's log level to debug, try again, and contact us and send the logs. If there is no log files under /var/log/jec file, or there are no logs in it, check the following:
First, make sure the nagios user has permission to write to /var/log/jec directory. The installation package automatically does this for you. If you encounter problems, execute chown -R nagios:nagios:jsm /var/log/jec. Now check the OP5 server logs under /var/log/jec. See if there are error logs regarding send2jsm, and contact us with them.
Set log level of send2jsm plugin to DEBUG Change the line send2jsm.logger=warning to nagios2jsm.logger = debug in /home/jsm/jec/conf/integration.conf file. Set the send2jsm plugin's log level to DEBUG. Open the /home/jsm/jec/conf/integration.conffile and change the line zenoss2jsm.logger=warning to zenoss2jsm.logger=debug. |
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| title | 2. The OP5 alert is not acknowledged when acknowledged in Jira Service Management |
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| title | Steps to troubleshoot |
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First, check your alert logs.
If a "Posted [Acknowledge] action to OP5.." error does not appear in the log, it means Jira Service Management didn't send the Acknowledge action to OP5. Check the integration configuration, it might not have matched the alert action. If a "Executed [Acknowledge] action via JEC with errors." error appears in the log, it means the op5ActionExecutor.groovy script in JEC has encountered an error. Check the log files under /var/log/jsm/ for error logs. If the "Posted [Acknowledge] action to OP5.." is the only error to appear in the log and no related log after that, it might mean JEC is having connection problems. Check the log files under /var/log/jsm/ for error logs.
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If no logs exist, restart JEC and try sending an Acknowledge action again. |
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| title | 3. Could not open OP5 RPM package |
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| title | Steps to troubleshoot |
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If you figure out while installing the rpm package that the package is obsolete, use rpm -i jsm-op5-1.0.4-rpm-x86-64.rpm --nodeps instead. If you get "is already installed" error, use rpm -i jsm-op5-1.0.4-rpm-x86-64.rpm --force instead.
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