INTELLIGENT REQUEST TRACKING AND NETWORK MONITORING SYSTEM

This paper is about efficient and effective monitoring of the network switches of an organization such that as soon as problem arises to any of the switch, the ticketing system will automatically send email or SMS to the responsible person specifying the problem and the specific switch that has got the problem. If the administrator is busy or does not resolve the problem within an hour, the same ticket will be sent to 2nd responsible person based upon priority. So this system is an automatic network monitoring and reporting back system rather than manually monitoring all the switches thus reducing human labor and time in monitoring all switches of a huge network. Request Tracker (RT) software is heavily used worldwide and can be configured and customized to any location and is capable of handling large-scale operations. RT has essential functionality like it provides several interfaces (Web, CLI, e-mail, etc.), multiuser, different levels(admin, general user, queues etc), authentication and authorization, event history, handles dependencies, notifications.RT ticketing system can be configured according to the requirements in Linux environment and can be interfaced with another software called Nagios. Nagios can be programmed to build the network topology and applying different services on switches that are to be monitored.Nagios monitors the network and send notifications when any of the switch goes down. Such notifications will generate tickets in RT which will be sent via email to the network administrator.