Added icinga integration.

app/assets/javascripts/app/controllers/_integration/icinga.coffee

@@ -0,0 +1,12 @@
+class Icinga extends App.ControllerTabs
+  header: 'Icinga'
+  constructor: ->
+    super
+    return if !@authenticate(false, 'Admin')
+    @title 'Icinga', true
+    @tabs = [
+      { name: 'Base', 'target': 'base', controller: App.SettingsArea, params: { area: 'Integration::Icinga' } }
+    ]
+    @render()
+
+App.Config.set('IntegrationIcinga', { prio: 1100, parent: '#integration', name: 'Icinga', target: '#integration/icinga', controller: Icinga, role: ['Admin'] }, 'NavBarIntegration')

app/assets/javascripts/app/controllers/_integration/mattermost.coffee

@@ -0,0 +1,12 @@
+class Mattermost extends App.ControllerTabs
+  header: 'Mattermost'
+  constructor: ->
+    super
+    return if !@authenticate(false, 'Admin')
+    @title 'Mattermost', true
+    @tabs = [
+      { name: 'Base', 'target': 'base', controller: App.SettingsArea, params: { area: 'Integration::Mattermost' } }
+    ]
+    @render()
+
+App.Config.set('IntegrationMattermost', { prio: 1000, parent: '#integration', name: 'Mattermost', target: '#integration/mattermost', controller: Mattermost, role: ['Admin'] }, 'NavBarIntegration')

app/assets/javascripts/app/controllers/_integration/nagios.coffee

@@ -0,0 +1,12 @@
+class Nagios extends App.ControllerTabs
+  header: 'Nagios'
+  constructor: ->
+    super
+    return if !@authenticate(false, 'Admin')
+    @title 'Nagios', true
+    @tabs = [
+      { name: 'Base', 'target': 'base', controller: App.SettingsArea, params: { area: 'Integration::Nagios' } }
+    ]
+    @render()
+
+App.Config.set('IntegrationNagios', { prio: 1200, parent: '#integration', name: 'Nagios', target: '#integration/nagios', controller: Nagios, role: ['Admin'] }, 'NavBarIntegration')

app/assets/javascripts/app/controllers/integrations.coffee

@@ -0,0 +1,8 @@
+class IndexRouter extends App.ControllerNavSidbar
+  authenticateRequired: true
+  configKey: 'NavBarIntegration'
+
+App.Config.set('integration', IndexRouter, 'Routes')
+App.Config.set('integration/:target', IndexRouter, 'Routes')
+
+App.Config.set('Integration', { prio: 1000, name: 'Integration', target: '#integration', role: ['Admin'] }, 'NavBarIntegration')

app/assets/javascripts/app/controllers/settings.coffee

@@ -62,9 +62,8 @@ class Ticket extends App.ControllerTabs
     ]
     @render()
 
-App.Config.set( 'SettingBranding',  { prio: 1200, parent: '#settings', name: 'Branding', target: '#settings/branding', controller: Branding, role: ['Admin'] }, 'NavBarAdmin' )
+App.Config.set('SettingBranding',  { prio: 1200, parent: '#settings', name: 'Branding', target: '#settings/branding', controller: Branding, role: ['Admin'] }, 'NavBarAdmin')
-App.Config.set( 'SettingSystem',    { prio: 1400, parent: '#settings', name: 'System',   target: '#settings/system',   controller: System,   role: ['Admin'] }, 'NavBarAdmin' )
+App.Config.set('SettingSystem',    { prio: 1400, parent: '#settings', name: 'System',   target: '#settings/system',   controller: System,   role: ['Admin'] }, 'NavBarAdmin')
-App.Config.set( 'SettingSecurity',  { prio: 1600, parent: '#settings', name: 'Security', target: '#settings/security', controller: Security, role: ['Admin'] }, 'NavBarAdmin' )
+App.Config.set('SettingSecurity',  { prio: 1600, parent: '#settings', name: 'Security', target: '#settings/security', controller: Security, role: ['Admin'] }, 'NavBarAdmin')
-App.Config.set( 'SettingTicket',    { prio: 1700, parent: '#settings', name: 'Ticket',   target: '#settings/ticket',   controller: Ticket,   role: ['Admin'] }, 'NavBarAdmin' )
+App.Config.set('SettingTicket',    { prio: 1700, parent: '#settings', name: 'Ticket',   target: '#settings/ticket',   controller: Ticket,   role: ['Admin'] }, 'NavBarAdmin')
-App.Config.set( 'SettingImport',    { prio: 1800, parent: '#settings', name: 'Import',   target: '#settings/import',   controller: Import,   role: ['Admin'] }, 'NavBarAdmin' )
+App.Config.set('SettingImport',    { prio: 1800, parent: '#settings', name: 'Import',   target: '#settings/import',   controller: Import,   role: ['Admin'] }, 'NavBarAdmin')
-

app/models/channel/email_parser.rb

@@ -43,12 +43,18 @@ class Channel::EmailParser
     x-zammad-customer-firstname: '',
     x-zammad-customer-lastname:  '',
 
-    # ticket headers
+    # ticket headers (for new tickets)
     x-zammad-ticket-group:    'some_group',
     x-zammad-ticket-state:    'some_state',
     x-zammad-ticket-priority: 'some_priority',
     x-zammad-ticket-owner:    'some_owner_login',
 
+    # ticket headers (for existing tickets)
+    x-zammad-ticket-followup-group:    'some_group',
+    x-zammad-ticket-followup-state:    'some_state',
+    x-zammad-ticket-followup-priority: 'some_priority',
+    x-zammad-ticket-followup-owner:    'some_owner_login',
+
     # article headers
     x-zammad-article-internal: false,
     x-zammad-article-type:     'agent',
@@ -66,7 +72,6 @@ class Channel::EmailParser
 
     # set all headers
     mail.header.fields.each { |field|
-
       next if !field.name
 
       # full line, encode, ready for storage
@@ -79,20 +84,15 @@ class Channel::EmailParser
     # get sender
     from = nil
     ['from', 'reply-to', 'return-path'].each { |item|
-
       next if !mail[ item.to_sym ]
-
       from = mail[ item.to_sym ].value
-
       break if from
     }
 
     # set x-any-recipient
     data['x-any-recipient'.to_sym] = ''
     ['to', 'cc', 'delivered-to', 'x-original-to', 'envelope-to'].each { |item|
-
       next if !mail[item.to_sym]
-
       if data['x-any-recipient'.to_sym] != ''
         data['x-any-recipient'.to_sym] += ', '
       end
@@ -347,7 +347,7 @@ retrns
 
     # run postmaster pre filter
     filters = {}
-    Setting.where(area: 'Postmaster::PreFilter').each {|setting|
+    Setting.where(area: 'Postmaster::PreFilter').order(:name).each {|setting|
       filters[setting.name] = Kernel.const_get(Setting.get(setting.name))
     }
     filters.each {|_prio, backend|
@@ -373,35 +373,15 @@ retrns
       # reset current_user
       UserInfo.current_user_id = 1
 
-      # create sender
+      # create sender if needed
-      if mail[ 'x-zammad-customer-login'.to_sym ]
+      sender_user_id = mail[ 'x-zammad-customer-id'.to_sym ]
-        user = User.find_by(login: mail[ 'x-zammad-customer-login'.to_sym ])
+      if !sender_user_id
+        raise 'No x-zammad-customer-id, no sender set!'
       end
+      user = User.lookup(id: sender_user_id)
       if !user
-        user = User.find_by(email: mail[ 'x-zammad-customer-email'.to_sym ] || mail[:from_email])
+        raise "No user found for x-zammad-customer-id: #{sender_user_id}!"
       end
-      if !user
-        user = user_create(
-          login: mail[ 'x-zammad-customer-login'.to_sym ] || mail[ 'x-zammad-customer-email'.to_sym ] || mail[:from_email],
-          firstname: mail[ 'x-zammad-customer-firstname'.to_sym ] || mail[:from_display_name],
-          lastname: mail[ 'x-zammad-customer-lastname'.to_sym ],
-          email: mail[ 'x-zammad-customer-email'.to_sym ] || mail[:from_email],
-        )
-      end
-
-      # create to and cc user
-      ['raw-to', 'raw-cc'].each { |item|
-        next if !mail[item.to_sym]
-        next if !mail[item.to_sym].addrs
-        items = mail[item.to_sym].addrs
-        items.each {|address_data|
-          user_create(
-            firstname: address_data.display_name,
-            lastname: '',
-            email: address_data.address,
-          )
-        }
-      }
 
       # set current user
       UserInfo.current_user_id = user.id
@@ -416,6 +396,8 @@ retrns
 
       # set ticket state to open if not new
       if ticket
+        set_attributes_by_x_headers(ticket, 'ticket', mail, 'followup')
+
         state      = Ticket::State.find(ticket.state_id)
         state_type = Ticket::StateType.find(state.state_type_id)
 
@@ -425,9 +407,11 @@ retrns
         end
 
         # set ticket to open again
-        if state_type.name != 'new' && !mail[ 'x-zammad-out-of-office'.to_sym ]
+        if !mail[ 'x-zammad-ticket-followup-state'.to_sym ]
-          ticket.state = Ticket::State.find_by(name: 'open')
+          if state_type.name != 'new' && !mail[ 'x-zammad-out-of-office'.to_sym ]
-          ticket.save
+            ticket.state = Ticket::State.find_by(name: 'open')
+            ticket.save
+          end
         end
       end
 
@@ -505,7 +489,7 @@ retrns
     Observer::Ticket::Notification.transaction
 
     # run postmaster post filter
-    Setting.where(area: 'Postmaster::PostFilter').each {|setting|
+    Setting.where(area: 'Postmaster::PostFilter').order(:name).each {|setting|
       filters[setting.name] = Kernel.const_get(Setting.get(setting.name))
     }
     filters.each {|_prio, backend|
@@ -521,36 +505,7 @@ retrns
     [ticket, article, user, mail]
   end
 
-  def user_create(data)
+  def set_attributes_by_x_headers(item_object, header_name, mail, suffix = false)
-
-    # return existing
-    user = User.find_by(login: data[:email].downcase)
-    return user if user
-
-    # create new user
-    roles = Role.where(name: 'Customer')
-
-    # fillup
-    %w(firstname lastname).each { |item|
-      if data[item.to_sym].nil?
-        data[item.to_sym] = ''
-      end
-    }
-    data[:password]      = ''
-    data[:active]        = true
-    data[:roles]         = roles
-    data[:updated_by_id] = 1
-    data[:created_by_id] = 1
-
-    user = User.create(data)
-    user.update_attributes(
-      updated_by_id: user.id,
-      created_by_id: user.id,
-    )
-    user
-  end
-
-  def set_attributes_by_x_headers(item_object, header_name, mail)
 
     # loop all x-zammad-hedaer-* headers
     item_object.attributes.each {|key, _value|
@@ -566,6 +521,9 @@ retrns
       if key_short == '_id'
         key_short = key[ 0, key.length - 3 ]
         header = "x-zammad-#{header_name}-#{key_short}"
+        if suffix
+          header = "x-zammad-#{header_name}-#{suffix}-#{key_short}"
+        end
         if mail[ header.to_sym ]
           Rails.logger.info "header #{header} found #{mail[ header.to_sym ]}"
           item_object.class.reflect_on_all_associations.map { |assoc|

app/models/channel/filter/icinga.rb

@@ -0,0 +1,77 @@
+# Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/
+
+module Channel::Filter::Icinga
+
+  def self.run(_channel, mail)
+    return if !Setting.get('ichinga_integration')
+
+    # set config
+    integration = 'ichinga'
+    sender = Setting.get('ichinga_sender')
+    auto_close = Setting.get('ichinga_auto_close')
+    auto_close_state_id = Setting.get('ichinga_auto_close_state_id')
+    state_recovery_match = 'OK'
+
+    return if !mail[:from]
+    return if !mail[:body]
+    sender_user_id = mail[ 'x-zammad-customer-id'.to_sym ]
+    return if !sender_user_id
+
+    # check if sender is ichinga
+    return if !mail[:from].match(/#{sender}/i)
+
+    # get mail attibutes like host and state
+    result = {}
+    mail[:body].gsub(%r{(Service|Host|State|Address|Date/Time|Additional\sInfo):(.+?)\n}i) { |_match|
+      key = $1
+      if key
+        key = key.downcase
+      end
+      value = $2
+      if value
+        value.strip!
+      end
+      result[key] = value
+    }
+
+    # check if ticket with host is open
+    customer = User.lookup(id: sender_user_id)
+
+    # follow up detection by meta data
+    open_states = Ticket::State.by_category('open')
+    Ticket.where(state: open_states).each {|ticket|
+      next if !ticket.preferences
+      next if !ticket.preferences['integration']
+      next if ticket.preferences['integration'] != integration
+      next if !ticket.preferences['ichinga']
+      next if !ticket.preferences['ichinga']['host']
+      next if ticket.preferences['ichinga']['host'] != result['host']
+      next if ticket.preferences['ichinga']['service'] != result['service']
+
+      # found open ticket for service+host
+      mail[ 'x-zammad-ticket-id'.to_sym ] = ticket.id
+
+      # check if service is recovered
+      if auto_close && result['state'].match(/#{state_recovery_match}/i)
+        state = Ticket::State.lookup(id: auto_close_state_id)
+        if state
+          mail[ 'x-zammad-ticket-followup-state'.to_sym ] = state.name
+        end
+      end
+      return true
+    }
+
+    # new ticket, set meta data
+    if !mail[ 'x-zammad-ticket-id'.to_sym ]
+      if !mail[ 'x-zammad-ticket-preferences'.to_sym ]
+        mail[ 'x-zammad-ticket-preferences'.to_sym ] = {}
+      end
+      preferences = {}
+      preferences['integration'] = integration
+      preferences['ichinga'] = result
+      preferences.each {|key, value|
+        mail[ 'x-zammad-ticket-preferences'.to_sym ][key] = value
+      }
+    end
+  end
+end

app/models/channel/filter/identify_sender.rb

@@ -0,0 +1,88 @@
+# Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/
+
+module Channel::Filter::IdentifySender
+
+  def self.run(_channel, mail)
+
+    user_id = mail[ 'x-zammad-customer-id'.to_sym ]
+    user = nil
+    if user_id
+      user = User.lookup(id: user_id)
+      if !user
+        Rails.logger.debug "Invalid x-zammad-customer-id header '#{user_id}', no such user."
+      else
+        Rails.logger.debug "Took customer form x-zammad-customer-id header '#{user_id}'."
+        if user
+          create_recipients(mail)
+          return
+        end
+      end
+    end
+
+    # check if sender exists in database
+    if mail[ 'x-zammad-customer-login'.to_sym ]
+      user = User.find_by(login: mail[ 'x-zammad-customer-login'.to_sym ])
+    end
+    if !user
+      user = User.find_by(email: mail[ 'x-zammad-customer-email'.to_sym ] || mail[:from_email])
+    end
+    if !user
+      user = user_create(
+        login: mail[ 'x-zammad-customer-login'.to_sym ] || mail[ 'x-zammad-customer-email'.to_sym ] || mail[:from_email],
+        firstname: mail[ 'x-zammad-customer-firstname'.to_sym ] || mail[:from_display_name],
+        lastname: mail[ 'x-zammad-customer-lastname'.to_sym ],
+        email: mail[ 'x-zammad-customer-email'.to_sym ] || mail[:from_email],
+      )
+    end
+
+    create_recipients(mail)
+
+    mail[ 'x-zammad-customer-id'.to_sym ] = user.id
+  end
+
+  # create to and cc user
+  def self.create_recipients(mail)
+    ['raw-to', 'raw-cc'].each { |item|
+      next if !mail[item.to_sym]
+      next if !mail[item.to_sym].addrs
+      items = mail[item.to_sym].addrs
+      items.each {|address_data|
+        user_create(
+          firstname: address_data.display_name,
+          lastname: '',
+          email: address_data.address,
+        )
+      }
+    }
+  end
+
+  def self.user_create(data)
+
+    # return existing
+    user = User.find_by(login: data[:email].downcase)
+    return user if user
+
+    # create new user
+    roles = Role.where(name: 'Customer')
+
+    # fillup
+    %w(firstname lastname).each { |item|
+      if data[item.to_sym].nil?
+        data[item.to_sym] = ''
+      end
+    }
+    data[:password]      = ''
+    data[:active]        = true
+    data[:roles]         = roles
+    data[:updated_by_id] = 1
+    data[:created_by_id] = 1
+
+    user = User.create(data)
+    user.update_attributes(
+      updated_by_id: user.id,
+      created_by_id: user.id,
+    )
+    user
+  end
+
+end

db/migrate/20160412000002_add_ichinga_integration.rb

@@ -0,0 +1,152 @@
+class AddIchingaIntegration < ActiveRecord::Migration
+  def up
+    Setting.create_if_not_exists(
+      title: 'Define postmaster filter.',
+      name: '0015_postmaster_filter_identify_sender',
+      area: 'Postmaster::PreFilter',
+      description: 'Define postmaster filter to identify sender user.',
+      options: {},
+      state: 'Channel::Filter::IdentifySender',
+      frontend: false
+    )
+    Setting.create_if_not_exists(
+      title: 'Define postmaster filter.',
+      name: '0020_postmaster_filter_auto_response_check',
+      area: 'Postmaster::PreFilter',
+      description: 'Define postmaster filter to identify auto responses to prevent auto replies from Zammad.',
+      options: {},
+      state: 'Channel::Filter::AutoResponseCheck',
+      frontend: false
+    )
+    Setting.create_if_not_exists(
+      title: 'Define postmaster filter.',
+      name: '0030_postmaster_filter_out_of_office_check',
+      area: 'Postmaster::PreFilter',
+      description: 'Define postmaster filter to identify out of office emails for follow up detection and keeping current ticket state.',
+      options: {},
+      state: 'Channel::Filter::OutOfOfficeCheck',
+      frontend: false
+    )
+    Setting.create_if_not_exists(
+      title: 'Define postmaster filter.',
+      name: '0100_postmaster_filter_follow_up_check',
+      area: 'Postmaster::PreFilter',
+      description: 'Define postmaster filter to identify follow ups (based on admin settings).',
+      options: {},
+      state: 'Channel::Filter::FollowUpCheck',
+      frontend: false
+    )
+    Setting.create_if_not_exists(
+      title: 'Define postmaster filter.',
+      name: '0900_postmaster_filter_bounce_check',
+      area: 'Postmaster::PreFilter',
+      description: 'Define postmaster filter to identify postmaster bounced - to handle it as follow up of origin ticket.',
+      options: {},
+      state: 'Channel::Filter::BounceCheck',
+      frontend: false
+    )
+    Setting.create_if_not_exists(
+      title: 'Define postmaster filter.',
+      name: '1000_postmaster_filter_database_check',
+      area: 'Postmaster::PreFilter',
+      description: 'Define postmaster filter for filters managed via admin interface.',
+      options: {},
+      state: 'Channel::Filter::Database',
+      frontend: false
+    )
+    Setting.create_if_not_exists(
+      title: 'Define postmaster filter.',
+      name: '5000_postmaster_filter_ichinga',
+      area: 'Postmaster::PreFilter',
+      description: 'Define postmaster filter for manage Icinga (http://www.icinga.org) emails.',
+      options: {},
+      state: 'Channel::Filter::Icinga',
+      frontend: false
+    )
+    Setting.create_if_not_exists(
+      title: 'Icinga integration',
+      name: 'ichinga_integration',
+      area: 'Integration::Icinga',
+      description: 'Define if Icinga (http://www.icinga.org) is enabled or not.',
+      options: {
+        form: [
+          {
+            display: '',
+            null: true,
+            name: 'ichinga_integration',
+            tag: 'boolean',
+            options: {
+              true  => 'yes',
+              false => 'no',
+            },
+          },
+        ],
+      },
+      state: false,
+      preferences: { prio: 1 },
+      frontend: false
+    )
+    Setting.create_if_not_exists(
+      title: 'Sender',
+      name: 'ichinga_sender',
+      area: 'Integration::Icinga',
+      description: 'Define the sender email address of Icinga emails.',
+      options: {
+        form: [
+          {
+            display: '',
+            null: false,
+            name: 'ichinga_sender',
+            tag: 'input',
+          },
+        ],
+      },
+      state: 'icinga@monitoring.example.com',
+      frontend: false,
+      preferences: { prio: 2 },
+    )
+    Setting.create_if_not_exists(
+      title: 'Auto close',
+      name: 'ichinga_auto_close',
+      area: 'Integration::Icinga',
+      description: 'Define if tickets should be closed if service is recovered.',
+      options: {
+        form: [
+          {
+            display: '',
+            null: true,
+            name: 'ichinga_auto_close',
+            tag: 'boolean',
+            options: {
+              true  => 'yes',
+              false => 'no',
+            },
+          },
+        ],
+      },
+      state: true,
+      preferences: { prio: 3 },
+      frontend: false
+    )
+    Setting.create_if_not_exists(
+      title: 'Auto close state',
+      name: 'ichinga_auto_close_state_id',
+      area: 'Integration::Icinga',
+      description: 'Define the ticket state of auto closed tickets.',
+      options: {
+        form: [
+          {
+            display: '',
+            null: false,
+            name: 'ichinga_auto_close_state_id',
+            tag: 'select',
+            relation: 'TicketState',
+          },
+        ],
+      },
+      state: 4,
+      preferences: { prio: 4 },
+      frontend: false
+    )
+  end
+end

db/seeds.rb

@@ -1525,6 +1525,15 @@ Setting.create_if_not_exists(
   state: 'Channel::Filter::Trusted',
   frontend: false
 )
+Setting.create_if_not_exists(
+  title: 'Define postmaster filter.',
+  name: '0015_postmaster_filter_identify_sender',
+  area: 'Postmaster::PreFilter',
+  description: 'Define postmaster filter to identify sender user.',
+  options: {},
+  state: 'Channel::Filter::IdentifySender',
+  frontend: false
+)
 Setting.create_if_not_exists(
   title: 'Define postmaster filter.',
   name: '0020_postmaster_filter_auto_response_check',
@@ -1570,6 +1579,100 @@ Setting.create_if_not_exists(
   state: 'Channel::Filter::Database',
   frontend: false
 )
+Setting.create_if_not_exists(
+  title: 'Define postmaster filter.',
+  name: '5000_postmaster_filter_ichinga',
+  area: 'Postmaster::PreFilter',
+  description: 'Define postmaster filter for manage Icinga (http://www.icinga.org) emails.',
+  options: {},
+  state: 'Channel::Filter::Icinga',
+  frontend: false
+)
+Setting.create_if_not_exists(
+  title: 'Icinga integration',
+  name: 'ichinga_integration',
+  area: 'Integration::Icinga',
+  description: 'Define if Icinga (http://www.icinga.org) is enabled or not.',
+  options: {
+    form: [
+      {
+        display: '',
+        null: true,
+        name: 'ichinga_integration',
+        tag: 'boolean',
+        options: {
+          true  => 'yes',
+          false => 'no',
+        },
+      },
+    ],
+  },
+  state: false,
+  preferences: { prio: 1 },
+  frontend: false
+)
+Setting.create_if_not_exists(
+  title: 'Sender',
+  name: 'ichinga_sender',
+  area: 'Integration::Icinga',
+  description: 'Define the sender email address of Icinga emails.',
+  options: {
+    form: [
+      {
+        display: '',
+        null: false,
+        name: 'ichinga_sender',
+        tag: 'input',
+      },
+    ],
+  },
+  state: 'icinga@monitoring.example.com',
+  frontend: false,
+  preferences: { prio: 2 },
+)
+Setting.create_if_not_exists(
+  title: 'Auto close',
+  name: 'ichinga_auto_close',
+  area: 'Integration::Icinga',
+  description: 'Define if tickets should be closed if service is recovered.',
+  options: {
+    form: [
+      {
+        display: '',
+        null: true,
+        name: 'ichinga_auto_close',
+        tag: 'boolean',
+        options: {
+          true  => 'yes',
+          false => 'no',
+        },
+      },
+    ],
+  },
+  state: true,
+  preferences: { prio: 3 },
+  frontend: false
+)
+Setting.create_if_not_exists(
+  title: 'Auto close state',
+  name: 'ichinga_auto_close_state_id',
+  area: 'Integration::Icinga',
+  description: 'Define the ticket state of auto closed tickets.',
+  options: {
+    form: [
+      {
+        display: '',
+        null: false,
+        name: 'ichinga_auto_close_state_id',
+        tag: 'select',
+        relation: 'TicketState',
+      },
+    ],
+  },
+  state: 4,
+  preferences: { prio: 4 },
+  frontend: false
+)
 
 signature = Signature.create_if_not_exists(
   id: 1,

test/unit/email_process_test.rb

@@ -1996,6 +1996,7 @@ Some Text',
         data: 'From: me@example.com
 To: customer@example.com
 Subject: some subject
+X-Zammad-Ticket-Followup-State: closed
 X-Zammad-Ticket-priority: 3 high
 X-Zammad-Article-sender: System
 x-Zammad-Article-type: phone
@@ -2006,6 +2007,7 @@ Some Text',
         success: true,
         result: {
           0 => {
+            state: 'new',
             priority: '3 high',
             title: 'some subject',
           },
@@ -2026,6 +2028,7 @@ Some Text',
         data: 'From: me@example.com
 To: customer@example.com
 Subject: some subject
+X-Zammad-Ticket-Followup-State: closed
 X-Zammad-Ticket-Priority: 3 high
 X-Zammad-Article-Sender: System
 x-Zammad-Article-Type: phone
@@ -2036,6 +2039,7 @@ Some Text',
         success: true,
         result: {
           0 => {
+            state: 'new',
             priority: '2 normal',
             title: 'some subject',
           },

test/unit/integration_icinga_test.rb

@@ -0,0 +1,193 @@
+# encoding: utf-8
+require 'test_helper'
+
+class IntegrationIcingaTest < ActiveSupport::TestCase
+
+  test 'base tests' do
+
+    Setting.set('ichinga_integration', true)
+
+    # not matching sender
+    email_raw_string = "To: support@example.com
+Subject: PROBLEM - host.internal.loc - CPU Load is WARNING
+User-Agent: Heirloom mailx 12.5 7/5/10
+MIME-Version: 1.0
+Content-Type: text/plain; charset=us-ascii
+Content-Transfer-Encoding: quoted-printable
+Message-Id: <20160131094621.29ECD400F29C-1@monitoring.znuny.com>
+From: icinga_not_matching@monitoring.example.com (icinga)
+
+***** Icinga  *****
+
+Notification Type: PROBLEM
+
+Service: CPU Load
+Host: host.internal.loc
+Address:=20
+State: WARNING
+
+Date/Time: 2016-01-31 10:46:20 +0100
+
+Additional Info: WARNING - load average: 3.44, 0.99, 0.35
+
+Comment: [] =
+"
+
+    ticket_p, article_p, user_p, mail = Channel::EmailParser.new.process({}, email_raw_string)
+    assert_equal('new', ticket_p.state.name)
+    assert(ticket_p.preferences)
+    assert_not(ticket_p.preferences['integration'])
+    assert_not(ticket_p.preferences['ichinga'])
+
+    # matching sender - CPU Load/host.internal.loc
+    email_raw_string = "To: support@example.com
+Subject: PROBLEM - host.internal.loc - CPU Load is WARNING
+User-Agent: Heirloom mailx 12.5 7/5/10
+MIME-Version: 1.0
+Content-Type: text/plain; charset=us-ascii
+Content-Transfer-Encoding: quoted-printable
+Message-Id: <20160131094621.29ECD400F29C-2@monitoring.znuny.com>
+From: icinga@monitoring.example.com (icinga)
+
+***** Icinga  *****
+
+Notification Type: PROBLEM
+
+Service: CPU Load
+Host: host.internal.loc
+Address:=20
+State: WARNING
+
+Date/Time: 2016-01-31 10:46:20 +0100
+
+Additional Info: WARNING - load average: 3.44, 0.99, 0.35
+
+Comment: [] =
+"
+
+    ticket_1, article_p, user_p, mail = Channel::EmailParser.new.process({}, email_raw_string)
+    assert_equal('new', ticket_1.state.name)
+    assert(ticket_1.preferences)
+    assert(ticket_1.preferences['integration'])
+    assert_equal('ichinga', ticket_1.preferences['integration'])
+    assert(ticket_1.preferences['ichinga'])
+    assert_equal('host.internal.loc', ticket_1.preferences['ichinga']['host'])
+    assert_equal('CPU Load', ticket_1.preferences['ichinga']['service'])
+    assert_equal('WARNING', ticket_1.preferences['ichinga']['state'])
+
+    # matching sender - Disk Usage 123/host.internal.loc
+    email_raw_string = "To: support@example.com
+Subject: PROBLEM - host.internal.loc - Disk Usage 123 is WARNING
+User-Agent: Heirloom mailx 12.5 7/5/10
+MIME-Version: 1.0
+Content-Type: text/plain; charset=us-ascii
+Content-Transfer-Encoding: quoted-printable
+Message-Id: <20160131094621.29ECD400F29C-3@monitoring.znuny.com>
+From: icinga@monitoring.example.com (icinga)
+
+***** Icinga  *****
+
+Notification Type: PROBLEM
+
+Service: Disk Usage 123
+Host: host.internal.loc
+Address:=20
+State: WARNING
+
+Date/Time: 2016-01-31 10:46:20 +0100
+
+Additional Info: WARNING - load average: 3.44, 0.99, 0.35
+
+Comment: [] =
+"
+
+    ticket_2, article_p, user_p, mail = Channel::EmailParser.new.process({}, email_raw_string)
+    assert_equal('new', ticket_2.state.name)
+    assert(ticket_2.preferences)
+    assert(ticket_2.preferences['integration'])
+    assert_equal('ichinga', ticket_2.preferences['integration'])
+    assert(ticket_2.preferences['ichinga'])
+    assert_equal('host.internal.loc', ticket_2.preferences['ichinga']['host'])
+    assert_equal('Disk Usage 123', ticket_2.preferences['ichinga']['service'])
+    assert_equal('WARNING', ticket_2.preferences['ichinga']['state'])
+    assert_not_equal(ticket_2.id, ticket_1.id)
+
+    # matching sender - follow up - CPU Load/host.internal.loc
+    email_raw_string = "To: support@example.com
+Subject: PROBLEM - host.internal.loc - CPU Load is WARNING
+User-Agent: Heirloom mailx 12.5 7/5/10
+MIME-Version: 1.0
+Content-Type: text/plain; charset=us-ascii
+Content-Transfer-Encoding: quoted-printable
+Message-Id: <20160131094621.29ECD400F29C-4@monitoring.znuny.com>
+From: icinga@monitoring.example.com (icinga)
+
+***** Icinga  *****
+
+Notification Type: PROBLEM
+
+Service: CPU Load
+Host: host.internal.loc
+Address:=20
+State: WARNING
+
+Date/Time: 2016-01-31 10:46:20 +0100
+
+Additional Info: WARNING - load average: 3.44, 0.99, 0.35
+
+Comment: [] =
+"
+
+    ticket_1_1, article_p, user_p, mail = Channel::EmailParser.new.process({}, email_raw_string)
+    assert_equal('new', ticket_1_1.state.name)
+    assert(ticket_1_1.preferences)
+    assert(ticket_1_1.preferences['integration'])
+    assert_equal('ichinga', ticket_1_1.preferences['integration'])
+    assert(ticket_1_1.preferences['ichinga'])
+    assert_equal('host.internal.loc', ticket_1_1.preferences['ichinga']['host'])
+    assert_equal('CPU Load', ticket_1_1.preferences['ichinga']['service'])
+    assert_equal('WARNING', ticket_1_1.preferences['ichinga']['state'])
+    assert_equal(ticket_1.id, ticket_1_1.id)
+
+    # matching sender - follow up - recovery - CPU Load/host.internal.loc
+    email_raw_string = "To: support@example.com
+Subject: PROBLEM - host.internal.loc - CPU Load is WARNING
+User-Agent: Heirloom mailx 12.5 7/5/10
+MIME-Version: 1.0
+Content-Type: text/plain; charset=us-ascii
+Content-Transfer-Encoding: quoted-printable
+Message-Id: <20160131094621.29ECD400F29C-5@monitoring.znuny.com>
+From: icinga@monitoring.example.com (icinga)
+
+***** Icinga  *****
+
+Notification Type: RECOVERY
+
+Service: CPU Load
+Host: host.internal.loc
+Address:=20
+State: OK
+
+Date/Time: 2016-01-31 10:48:02 +0100
+
+Additional Info: OK - load average: 1.62, 1.17, 0.49
+
+Comment: [] =
+"
+
+    ticket_1_2, article_p, user_p, mail = Channel::EmailParser.new.process({}, email_raw_string)
+    assert_equal(ticket_1.id, ticket_1_2.id)
+    assert_equal('closed', ticket_1_2.state.name)
+    assert(ticket_1_2.preferences)
+    assert(ticket_1_2.preferences['integration'])
+    assert_equal('ichinga', ticket_1_2.preferences['integration'])
+    assert(ticket_1_2.preferences['ichinga'])
+    assert_equal('host.internal.loc', ticket_1_2.preferences['ichinga']['host'])
+    assert_equal('CPU Load', ticket_1_2.preferences['ichinga']['service'])
+    assert_equal('WARNING', ticket_1_2.preferences['ichinga']['state'])
+
+    #Setting.set('ichinga_integration', false)
+
+  end
+
+end