[c-nsp] ISP Network Monitoring/Helpdesk/Workflow Automation

[Jorge Evangelista]

You can use cacti for monitoring traffic, there are addons that you
can put in it for alarms and netflow.

Trouble ticket express or Otrs for system tickets.


On 7/8/07, Paul Stewart <paul at paulstewart.org> wrote:
> Solarwinds - ran trial of it, didn't impress me much...
>
> Netsaint, Nagios, Big Brother - no thanks....
>
> RT - prefer Cerberus over RT which isn't saying too much....:)
>
> I have huge lists of possible software but looking for input on what people
> are using in production and why more than anything else.  Perhaps I should
> have made this clearer in my original posting.... Also, integration between
> the applications is important...
>
> Thanks,
>
> Paul
>
>
> -----Original Message-----
> From: Gerry Boudreaux [mailto:gerry at tape.net]
> Sent: Saturday, July 07, 2007 11:59 PM
> To: Paul Stewart
> Cc: cisco-nsp at puck.nether.net
> Subject: Re: [c-nsp] ISP Network Monitoring/Helpdesk/Workflow Automation
>
> Since you know JFFNMS :-)
>
> Also investigate solarwinds, netsaint, nagios, smokeping, bigbrother, mrtg,
> and there are several others.
>
> There are also the commercial varieties also OpenView, NetCool etc.
> Which perform well and have scaleable architectures.
>
> There are also many "ticketing" systems, among which is RT.. Others may
> suggest more.
>
> Hope this helps!
>
> G
>
>
> On Jul 7, 2007, at 9:34 PM, Paul Stewart wrote:
>
> > Hi folks...
> >
> > Looking for suggestions for "management software".... Both as
> > individual suggestions but also if there exists a product that does it
> > all and integrates....
> >
> > We have about 200 routers/switches (all Cisco) of which 100 are
> > inhouse and the rest are at customer sites, 60-80 servers running
> > Linux/ Windows, and then about another 120 devices such as DSLAM's,
> > UPS's, dial-up shelves etc.....  And I'm looking for a way to monitor
> > them (with thresholds, alarms, escalations, etc)
> >
> > On the "frontend" of the operation, we have about 45 people answering
> > phones and talking to customers, not including the technical and field
> > staff supporting them behind the scenes.  I want the information
> > gathered from the monitoring system to become present in the "customer
> > support"
> > system so that
> > when a customer calls in, if their SLA was effected by an outage or if
> > we had a major outage that was effecting them then the information is
> > part of their customer history.
> >
> > Finally, I'm looking for some automation that when customer XYZ sends
> > an email or opens a ticket through telephone, then the "system" will
> > begin routing their information to the correct group automatically
> > based on their "profile"....
> >
> > I've looked at dozens of packages and still am not sure which way to
> > go.
> > Budget is secondary compared to finding the right product....  I have
> > also talked with several companies such as HP, BMC, AdventNet and
> > Cittio....
> >
> > Today, we use JFFNMS (open source network monitoring) and Cerberus for
> > helpdesk applications.... There is no automation, workflow routing, or
> > customer histories in this setup.....
> >
> > Thoughts or experiences to share?  What is everyone using if you're a
> > service provider today??
> >
> > Thanks in advance,
> >
> > Paul Stewart
> >
> >
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> >
>
>
>
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-- 
"The network is the computer"