handler-zendesk.rb

#!/usr/bin/env ruby
#
# Sensu Zendesk Handler
#
# DESCRIPTION:
#  Handler to automatic create new tickets in Zendesk for alarms.
#
#  subscriptions_to_tags - transforms your subscriptions in tags
#  status_to_use - determine if Critical (2), Warning (1) or Unknown (3) alerts will create tickets
#
# OUTPUT:
#   Create a new Zendesk ticket
#
# PLATFORMS:
#   all
#
# DEPENDENCIES:
#  gem zendesk_api
#
# 2014, Diogo Gomes <diogo.gomes@ideais.com.br> @_diogo
#
# Released under the same terms as Sensu (the MIT license); see LICENSE
# for details.
#

require 'sensu-handler'
require 'zendesk_api'

class Zendesk < Sensu::Handler
  def ticket_description
    "Sensu Alert\r\n" \
        'Client: ' + @event['client']['name'] + "\r\n" \
        'Address: ' + @event['client']['address'] + "\r\n" \
        'Subscriptions: ' + @event['client']['subscriptions'].join(', ') + "\r\n" \
        'Check: ' + @event['check']['name'] + "\r\n" \
        'Output: ' + @event['check']['output'] + "\r\n"
  end

  def ticket_tags
    tags = []
    unless settings['zendesk']['tags'].nil?
      tags << settings['zendesk']['tags']
    end
    if settings['zendesk']['subscriptions_to_tags']
      tags << @event['client']['subscriptions']
    end
    tags
  end

  def ticket_subject
    'Alert - ' + @event['client']['name'] + ' - ' + @event['check']['name']
  end

  def handle
    client = ZendeskAPI::Client.new do |config|
      config.url = settings['zendesk']['url']

      # Basic / Token Authentication
      config.username = settings['zendesk']['username']

      # Choose one of the following depending on your authentication choice
      if settings['zendesk']['token'].nil?
        config.password = settings['zendesk']['password']
      else
        config.token = settings['zendesk']['token']
      end
      config.retry = true
    end

    begin
      Timeout.timeout(60) do
        if settings['zendesk']['status_to_use'].include?(@event['check']['status'])
          ZendeskAPI::Ticket.create(
            client,
            subject: ticket_subject,
            comment: { value: ticket_description },
            submitter_id: client.current_user.id,
            priority: settings['zendesk']['priority'] || 'urgent',
            type: settings['zendesk']['type'] || 'incident',
            tags: ticket_tags
          )
        end
      end
    rescue Timeout::Error
      puts "zendesk -- timed out while attempting to create a ticket for #{ticket_subject} -"
    end
  end
end