My company (2Keys.ca) would like to use Zabbix + JIRA to track service problems and their resolutions. The basic concept is that Zabbix will send an email alert to a support team and a JIRA mailbox, the mail will contain the usual alert info as well as info which JIRA would use to identify the issue and create/update/resolve a ticket.

There are a couple of reasons why this is worth doing:

• the problems become tracked in a permanent audit trail, to which support techs can add comments and managers can review details.
• JIRA can be used later on to summarize problems and link them back to the software or infrastructure projects [also in JIRA] which triggered the problems for a proper resolution.

In addition to setting up JIRA (or bugzilla) to parse emails and create tickets using the email-to-ticket APIs, Zabbix will need to expose a couple of bits of data not currently available via macros:
1) the Origin Event ID (please see the patch I provided for ZBXNEXT-384)
2) the Bug Tracker Priority which is a string "Blocker", "Critical", "Major" .... which correspond to "Disaster", "Critical", "Average" trigger severities

Please take a look at the attached patches which add the capability for #2 and incorporate them upstream and/or provide feedback.
[www.2keys.ca assigns copyright for this code to zabbix.com for distribution under GPLv2 and any other licenses zabbix.com sees fit.]