Integración por software de las plataformas Nagios y OTRS para automatizar el registro de incidentes en la empresa STR

Abstract

The needs of business and everyday life have asked the information systems are integrable, i.e. an information system can interact with other information systems. In this paper, a particular case of STR Company (Smart Technology for Receiving) was worked. STR is headquartered in Santiago de Cali. STR operates technological transport equipment, between these, collection equipment. The particular case was the manual record of incidents due to equipment failure, which affected the level of service provision. The proposed solution was an automation of the incident registration process by the exchange of data through SOAP Web Service. This implied the development of a software component, which required the solidity of a relational model and the consistency of a class diagram. Also, studying Nagios API and WSDL of OTRS Web Service was necessary. For measuring the impact of the solution, several variables were defined, these variables were fed by the above software component. So, the problem could be quantified and the improvement of the level of service provision could be seen (in terms of time reduction).