Editing Training 2022 Linux team/ (section)

==Training Session OTRS, Wiki & Nagios Monitoring. Dated 03 Dec 2022 - Tetra Support Staff - Alok==

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'''Video summary:''' "Training Session OTRS, Wiki & Nagios Monitoring" -- a practical onboarding session covering three internal tools new team members need to use daily. OTRS (the ticketing tool): explains that client issues arrive via a dedicated support email address and generate tickets automatically; tickets show up in the "Status View" with a ticket number, title, timestamp, and an assigned owner (assignment is done by Pradeep, and each engineer's queue reflects the specific clients they're responsible for -- e.g. HP and Spectra tickets go to whoever owns those accounts); covers the ticket state model in detail -- "New" (just arrived, no work started), "Open" (actively being worked), and "Pending Reminder" (used when work is done on Tetra's side but the ticket is waiting on the client, e.g. for confirmation), stressing that engineers are responsible for moving tickets through these states correctly rather than leaving them stale. Nagios monitoring (the bulk of the session): demonstrates the live dashboard showing ~758 monitored hosts across many clients/servers/cloud locations, with per-host status codes (e.g. "0" meaning no active issue) and per-server service checks (CPU load, disk partition usage, Apache status, SSL certificate expiry, current logged-in users, and service-specific checks like MySQL for database servers or SMTP/IMSVA-Trend-Micro anti-spam status for mail gateways). Explains that these checks are implemented via NRPE plugins -- separate plugins exist per check type (disk, load, database, NTP/ping, swap, etc.), each with configurable warning/critical thresholds (e.g. a "check_users" plugin warning at 5 logged-in users and critical at 10; disk space warning at 20% free, critical at 10%) -- and that adding a new server to monitoring means installing/configuring NRPE on the target host (config typically lives under `/etc` or `/usr/local`), then registering that host as an object on the Nagios server itself with its IP and the correct client "host group" (functioning like a WhatsApp group -- all servers belonging to one client sit together under that client's group). Frames this as foundational knowledge -- new engineers are expected to study what NRPE/NCPA/NSClient plugins exist so they know which one to reach for when asked to monitor a new service type. The Wiki portion of the session's title is not covered in the transcribed content reviewed here (likely addressed in a portion with poor or missing captions).