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SNOW tickets orion Dashboard

jruiz73

Hello,

is there a way for me to manually enter a ticket here. IE let's say I create a ticket and want to show up here instead of when it's auto-generated by the integration?

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m_roberts

No, that is not how this function works. This widget will only display incidents that have been generated by the Orion alerting engine.

If you want to create something more than this, you may be able to do so via the Custom HTML widget, by creating some Javascript code that pulls data from the SNOW API for display.

jasonf1971

after some help / advice with regards to creating a widget for Snow Incidents on a Modern Dashboard - much appreciated

m_roberts

The incident data from the SNOW integration is stored in the SWQL entity Orion.ESI.AlertIncident, so have a look at this entity to see the data you can access, but the following query may be a starting point for you:

SELECT a.AlertConfigurations.Name, a.EntityCaption, a.AlertActive.TriggeredDateTime, a.AlertActive.TriggeredMessage, a.AlertIncident.IncidentID
FROM Orion.AlertObjects a
WHERE a.AlertIncident.IncidentID IS NOT NULL

jasonf1971

Have used the above but it only shows triggered alerts - i need it to include the service now incident number etc

m_roberts

Did you have a look at the Orion.ESI.AlertIncident SWQL entity to see what data exists?

If you have SWQL Studio installed use that. If not and if you are not likely to do much custom querying, then navigate to the following URL

https://<servername>/Orion/Admin/swis.aspx

Delete the default query and in the Generate Query drop down, select the Orion.ESI.AlertIncident entry and click Generate. This will show all of the columns and the data within it. Identify the column that has the SNOW Incident ID's in it. You can then update the query above to use that or for the count of Incidents Orion has integrated to create:

SELECT COUNT(ID)
FROM Orion.ESI.AlertIncident
WHERE <ColumnNamewithSNOWID> IS NOT NULL

I do not have access to instance with such data currently to confirm I am afraid, but this should get you where you need to go.

jasonf1971

right - i have tried the above which works - but i need it to go into a kpi widget to give the total number of incidents rather than incident number, assignedto etc etc

m_roberts

Replace in the following SWQL query the name of the column in the Orion.ESI.AlertIncident entity, which is storing the IncidentID. I do not have output in front of me, but from memory it was the IncidentID field. This query will output the number of alerts which have an Incident ID from SNOW it has collected as part of the alert integration.

SELECT COUNT(ID) AS IncidentCount
FROM Orion.ESI.AlertIncident
WHERE <ColumnNamewithSNOWID> IS NOT NULL