Need some help guys, is it possible to integrate our Solarwinds environment with a Huawei ticketing system? i know its compatible with Jira but is it with Huawei?
Is email integration an option for you? Our system receives emails from solarwinds and logs tickets based on the email address is comes from. It then assigns it to a specific team/queue.
So, I'm not familiar with Huawei, but I've integrated Solarwinds with 2 ticketing systems and can try to offer advice.
1) ServiceNow. This is really easy since Solarwinds has made it something my computer illiterate wife could do. You just add a SNow instance.
2) Altiris. This one is probably more in your ballpark. Most of the heavy lifting will be done on Huawei's end.
The way we did this one was you send an email to the help desk's email address from Solarwinds. Then you have Huawei setup to generate a ticket when an email gets sent to that email address. So basically alert gets kicked off--> email creates ticket
From here you have 3 choices
A) Give your helpdesk/operations team a 'key' of which ticket goes where so they can assign the tickets to the appropriate team
Add a custom property on the node and feed it into the alert, then do some SQL in Huawei to have a ticket auto-route to the appropriate queue.
C) Just keep it all in one queue (seems a bit disfunctional though)
That's how we have it at the moment, however, when the alert is escalated in Solarwinds, the ticket status in our ticketing system remains minimal and with an integration, i believe it would change as well.
thanks for the advice and recommendation.
I'm thinking of trying option B and ill let you know how it goes.
Yes without being familiar with your environment its hard for me to tell you specifically what you need to do but just to provide an example. Lets say you have 3 'local IT' people in 3 cities- Chicago, Toronto, Detroit. Each site has a router, vm host, servers, waps, etc and you monitor those. You tag it with a $Site Custom property. You'd do something like
ALERT: $AlertName (Node is down) $Device (Chicago Router 1) is down $Site (Chicago)
Then Huawei looks for *Chicago and sends it to the Chicago queue so the Chicago IT guy then sees the ticket.
