I assume that you want to open a ticket when a notification arrives (and potentially close it when a RECOVERY) notification is sent.
I don’t know OTRS specifically, but most service desks allow you to open a ticket via email. Nagios is very flexible so there are a number of ways you could approach this (I’m sure others will add to this list):
- Configure a specific notification command that you can use just for your help desk. Have Nagios execute this command as well as the regular one.
- Create an event handler (can be nothing more than a script) that Nagios executes. For example, you could create a template with substitution parameters, use a script to fill them in, and use wget or curl to send it to OTRS if it has a Web API.
- Write an event broker which would be like using an a-bomb to kill a flea
I just spent a few seconds Googling OTRS, and they do indeed allow tickets to be open via email.