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SolarWinds NCM alert integration with Web Help Desk

We had alert integration working prior to upgrading NCM and Web Help Desk. After the upgrade Web Help Desk no longer creates the ticket based on the alert firing. The Alert is basically just to let us know when a node goes down and will create a ticket based on that alert.

This is the alert in Solarwinds. I had it set to send an email as well so I would know that the alert was firing. I currently have it disabled.

And here is the alert integration settings in NCM.

Any help would be much appreciated.

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james.kluza

Not sure how it would have worked before, but it looks like a property mismatch. Your Orion Alert property is 'Status', but your WHD filter is set for 'Node Status'. I would make those match.

I would add the additional criteria to match on Alert Subject contains 'Down Node' or something like that for this particular case so you end up with:

Severity = Critical

Alert Subject LIKE 'Down Node'

Status = Down

Actually, relying on the status field in this situation is redundant. The alert would fire based on that condition and the subscription would pick that up regardless so just processing off of the Alert name and severity would be sufficient.

GeneShogo

So changed it to your suggestion and it is still not creating a ticket for the down nodes.

On the first page for the SolarWinds Server Link for the Source Name is that listed somewhere where I can look that up to make sure I'm using the correct Source Name? I'm not sure what else to check at this point.

james.kluza

Sorry for the confusion. The severity needs to match that of the Orion alert so in that screenshot, you need Severity = Critical. That Source name is just a friendly name in WHD for the Orion source.

GeneShogo

So I made the change to Severity = Critical and its still not triggering lol. I'm not sure what's going on.