Feature Suggestion: Official Zabbix Integration as a Pre-configured Media Type

[wedsonlopes]

Feature Suggestion: Official Zabbix Integration as a Pre-configured Media Type

Trudesk is a fantastic open-source helpdesk solution, and Zabbix is an industry-standard for IT infrastructure monitoring. A common and highly valuable use case is to automatically open tickets in Trudesk when Zabbix detects a problem.

Currently, integrating Zabbix with Trudesk requires a manual and technical process:

1. The user must manually create a Webhook-type Media Type in Zabbix.
2. They need to have knowledge of JavaScript to create the script that formats and sends the request.
3. They must delve into the Trudesk API documentation to understand the endpoint (/api/v1/tickets/create), the authentication method (accessToken in the header), and the required JSON payload structure.
4. They need to manually find the specific IDs for ticket groups, types, priorities, and owners by inspecting URLs within the Trudesk interface.

This process, while powerful, creates a significant barrier for less technical users and adds unnecessary complexity to what should be a straightforward setup.

---

Description of the solution I'd like

My suggestion is for the Trudesk project to create and maintain an official, pre-configured Zabbix Media Type template.

Zabbix has a public repository of official integrations for tools like Slack, PagerDuty, Microsoft Teams, etc. By providing a media_trudesk.yaml file, Trudesk would join this ecosystem, dramatically simplifying the integration process.

The ideal user experience would be:

1. The user downloads the official media_trudesk.yaml file from the Trudesk GitHub repository or documentation.
2. In Zabbix, they navigate to Administration > Media Types and click the Import button.
3. After importing the file, a new "Trudesk" Media Type appears. The complex script is already built-in.
4. The user only needs to configure a few user-friendly macros on their user or globally, such as {$TRUDESK.URL}, {$TRUDESK.TOKEN}, and perhaps the default Group/Type IDs.

This abstracts all the complexity and turns the integration into a simple "plug-and-play" configuration.

---

Alternatives I've considered

The current alternative is the manual creation process described above. To demonstrate the viability of this feature, I have developed a fully functional webhook that successfully opens tickets in Trudesk based on Zabbix triggers.

This implementation can serve as a proof-of-concept or a starting point for the official version.

---

Additional context

Here is the functional example of the implementation, which can be used as a base for the official template.

1. Required Parameters (Zabbix Macros):

Parameter Name (in script)	Value (Zabbix Macro or ID)
trudesk_token	{$TRUDESK.TOKEN} (Recommended to create as a vault macro!)
trudesk_group_id	YOUR_GROUP_ID_HERE (User would fill this in)
trudesk_type_id	YOUR_TYPE_ID_HERE
trudesk_priority_id	YOUR_PRIORITY_ID_HERE
trudesk_owner_id	YOUR_OWNER_ID_HERE
zabbix_subject	Problem: {EVENT.NAME}
zabbix_issue	Host: {HOST.NAME}\nSeverity: {EVENT.SEVERITY}\n\nProblem Details:\n{EVENT.DETAILS}
zabbix_event_id	{EVENT.ID}

2. Example of JavaScript Code:

// 1. Receives and processes the parameters coming from Zabbix.
var params = JSON.parse(value);

// 2. Prepares the HTTP request.
var request = new CurlHttpRequest();
request.AddHeader('Content-Type: application/json');
// Adds the authentication token to the header, as required by the Trudesk API.
request.AddHeader('accessToken: ' + params.trudesk_token);

// 3. Assembles the ticket body (payload) in the JSON format that Trudesk expects.
var payload = {
    subject: params.zabbix_subject,
    issue: params.zabbix_issue,
    group: params.trudesk_group_id,
    type: params.trudesk_type_id,
    priority: params.trudesk_priority_id,
    owner: params.trudesk_owner_id,
    // Adds a tag for easier searching and an internal comment with the Zabbix event ID.
    tags: ["Zabbix"],
    comment: "Ticket opened via Zabbix integration. Event ID: " + params.zabbix_event_id
};

// 4. Sends the POST request to the URL configured on the user's media.
var response = request.Post(
    Zabbix.GetUsers(params.user_id).media[0].send_to,
    JSON.stringify(payload)
);

// 5. Checks the response and returns the result to Zabbix.
if (response.status < 200 || response.status >= 300) {
    throw 'Failed to send to Trudesk. Status: ' + response.status + '\nResponse: ' + response.body;
}

return JSON.stringify({});

Potential improvements for an official version:

• Include logic for event recovery (e.g., to close or add a comment to the Trudesk ticket when the problem is resolved).
• Map Zabbix severity levels to Trudesk priorities dynamically.
• Implement more robust error handling and logging.

Benefits of this Feature:

• Simplicity: Drastically lowers the barrier to entry for a key integration.
• Adoption: Makes Trudesk a more attractive solution for the vast community of Zabbix users.
• Standardization: Provides a reliable, tested, and officially supported method for integration.
• Competitiveness: Puts Trudesk on par with other service desk tools that offer official Zabbix support.

Thank you for considering this suggestion. I believe this feature would add immense value to the Trudesk ecosystem and would be happy to provide further details or assist with testing.

[wedsonlopes]

It would be really nice to see trudesk on that list!

https://www.zabbix.com/integrations?cat=helpdesks