Integration of ManageEngine Servicedesk for Auto ticket creation and closure.

NishathG

We have SolarWinds NPM in our environment.

Need your help to understand or configure integration with 3rd Party tool ManageEngine ServiceDesk Plus.

Currently we have configured the execute action in the Alert with phython script for ticket creation , but there is challenges to close the ticket automatically when the alert is cleared.

Critical Disk Alert for which Alert will come and Execute action:

python E:\Ticket_Automation\ticket_automation.py --log_level "debug" --alert_operation "create" --alert_object_id "${N=Alerting;M=AlertObjectID}" requests --operation "create" --request_type "incident" --group "GLOBAL - NOC" --subject "${N=Alerting;M=AlertName} : ${N=Alerting;M=AlertObjectID} : Volume Name ${N=SwisEntity;M=FullName} Exceeds Critical Threshold" --requester "Solarwinds" --impact "Low" --urgency "Low" --mode "Solarwinds" --site "${N=SwisEntity;M=Node.CustomProperties.Site_Group}" --category "Hardware" --subcategory "Other" --item "Other" --description "Volume Name ${N=SwisEntity;M=FullName} Volume Available ${N=SwisEntity;M=VolumePercentAvailable;F=Percent} Exceeds Critical Threshold. <br> <br> <br>Volume Name:  ${N=SwisEntity;M=FullName} <br>Site Group:  ${N=SwisEntity;M=Node.CustomProperties.Site_Group} <br> <br> <br> <br>View full node details here:  ${N=SwisEntity;M=DetailsUrl} <br>View full alert details here:  ${N=Alerting;M=AlertDetailsUrl} <br>Click here to acknowledge the alert:  ${N=Alerting;M=AcknowledgeUrl} <br>  <br>  <br>This message was brought to you by the alert named:  ${N=Alerting;M=AlertName} <br>"

Could you please help or suggest on closing the ticket once the alert is cleared.

JP_net

Assuming above is in a trigger action, you could build a script that executes in the reset action. However you will need to tie some kind of identifier from one system to the other. For example, you could use the alert id field to be sent with the trigger on ticket creation. Then use the reset action to query Manage engine for the alert id to make sure you are closing the correct ticket.