Adding a ticket ID to an alert list

Greetings,

First time posting here, but as i can't seems to find the answer, one can't do anything wrong by asking.

I am looking for a way to track or add a ticket number from a third party tool (Jira) in the alert log.
As we have created some custom alerts we want to have a clearer way of tracking them in NPM itself.
Whilst the alert log gives me an overview of all our alerts i can't seem to find a way to add a field for notes per triggered instance.

The only action that seems available is an acknowledgement wich is great for tracking if an alert is being treated but gives me no reference as to the related ticket number.

We have also created a custom "ticketnr" field for alerts, but that seems to add a general field and not a fillable field per instance.

I was just wondering if this is only possible though custom html development or a well hidden option i cannot seems to find.

Thanks,

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ronan.tonilon

SolarWinds does not have ticketing capabilities as of now, this is by design, probably best to raise this as a feature request with the support team and also open a Feature Request here in Thwack for votes.

Though SolarWinds have an option for integrating ticketing system but the tickets will not be visible in Orion, only in the integrated software, for example: SolarWinds product WHD (SolarWinds Platform integration), SolarWinds Service Desk (IT Ticketing Software), ServiceNow which is a third party ticketing system (Integrate a SolarWinds Platform product with ServiceNow, How does ServiceNow integration with SolarWinds Platform work?). Here is an article for Orion Trouble Ticket System Integration, Third party ticketing system integration with Orion, which can also help.

vinay.by

Baseline is - not possible, even if possible it will not be a clean solution (you might need a lot of tweaks plus it wont be easy to maintain).

Even in the past I have seen a lot of similar posts asking if we can add a new field to SW database and use that OR exactly this point - pull the ticket number from a ticketing tool and update it on active alerts tab - In short even though you create a new field in database and then use APIs create a magic script which writes that data through the API and then showcase it on the GUI - there are multiple pieces in place here and its not easy to maintain or during SW upgrade you dont know for sure what's going to happen with your custom solution.

For example, in case of SolarWinds - ServiceNow integration, you use a developed integration app between the 2 platforms and once integration is completed ticket number field is automatically created and populated on 'active alerts gui', if you want to build something similar to that with a third party ticketing tool it might be possible but not in a long run. Hope this helps.

mesverrum

If the ticketing system is SNOW then using the integration will populate the SNOW INC number, but that only works natively for that one scenario. I've hijacked that field in the DB before and used it for custom integrations I made to other tools, but you have to be pretty comfortable with the idea of hacking away at your database in an unsupportable manner to DIY it.