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Level 19

Hey - free stuff! I need some sample email format you use to open tickets

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For those of you taking advantage of the ability of opening a trouble ticket from an advanced alert email, I am looking for a few good generic examples of the email you are sending from NPM to the trouble ticketing system. 

Please include:

  • Type of ticket system you use
  • Do you use automatic reset tickets too
  • Any other helpful points

I'll send some great SolarWinds Swag to the first 5 useful replies!

Thanks - Andy

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1 Solution
Level 19

Thanks all for the great feedback! I have all the example we need at this point.

View solution in original post

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12 Replies
Level 11

I thought about having Orion send an email to open tickets once for a min, but dont like not having control over having EVERY alert become a ticket without any troubleshooting or verifications.

Maybe a good idea would be a button that is make ticket from alert???

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Level 9

Hi Andy -

We are using Service-Now as our ticketing system.  I have currently gotten automatic ticket creation working, but have stayed away from automatic reset tickets.  I'd prefer my NOC to investigate every event that opened a ticket, even if the service restores itself before they have a chance. 

It's been pretty challenging with the limited mechanisms for alert suppression in Solarwinds today, so I don't have auto-ticket creation set up for all of the events that I would like to.  I have it set to generate a single ticket if all of the devices at a WAN site go down.  I also have a 2nd alert set on data center devices that will alert if any single device goes down.

The email that goes to Service-Now looks like this:

caller: ${Operations_Manager_Email}
Impact: 2
Urgency: 2
Priority: 3
ContactType: monitoring service
OpenedBy: Solarwinds
Category: network
SubCategory: wan
Type: access failure
AssignmentGroup: network
ShortDescription: ${NodeName} has gone down at ${AlertTriggerTime}

I've toyed with the idea of making Impact, Urgency and Priority custom properties, but haven't done that at this time.  I'm really hoping that a (very near) future release of Orion makes alert suppression more intuitive and "baked-in" to the system, and I feel like it will be easier to have better ticketing system integration.

Thanks, Chris.

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Level 8

Hi Chris,

Thanks for the info.

We also use ServiceNow and was wonderng if you can share your experiences of Solarwinds and ServiceNow.

I have a couple of questions:

1. Have you been able to setup auto-ticket generation for all events  and automatic reset tickets? If yes how?

2.  Is the email sample static for allyour WAN

 

Thanks

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Community Manager
Community Manager

Hi Sokam--

Would you please continue this conversation on this thread?

Thanks!

DH

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Level 8

We have been using this for a while for our infrastructure devices.  We use Numara Footprints and take advantage of having an email address open a ticket for you.

I input info that you see below and it fills out the ticket for me.  If i put my address as the "Reply Address" it opens the ticket in my name so i can track its progress.

I'm still working on getting it to close the ticket if the node comes back up, but just haven't had time lately.  Hope this helps someone.

 

${NodeName} status is ${Status}

SLA Type=Incident
Impact=4 - Single User
Product Type=Network Infrastructure
Urgency=Medium
Product Sub-Type=WAN

 

Kevin

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Level 19

Hi Kevin,

Good stuff. Is the

SLA Type=Incident
Impact=4 - Single User
Product Type=Network Infrastructure
Urgency=Medium
Product Sub-Type=WAN

portion just static text within the email?

Andy

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Level 8

Well, I can change it depending on what type of node is referenced (i.e if it was a server, the product type would be different), how urgent the matter is, etc.  I'm hoping that it won't be too difficult to assign to specific users or groups, and to have another trap or alert actually close the ticket if the node comes back up.  We're bringing our NOC (indoor and outdoor DAS) internal, so i've got some work to do 🙂

 

K

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Level 14


We use GWI iSupport.  The format for us is:

Subject:
OrionAlert: ${ObjectType} - ${NodeName} - ${Status}

Body:
Date / Time: ${AlertTriggerTime}
Location: ${Location}
Contact: ${Contact}
Node IP: ${IP_Address}
Node DNS: ${DNS}
Node Details: ${Node.NodesDetailsURL}

We only recently start experimenting with this and we don't have closing tickets yet either.

John

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Level 19

Thanks John!

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Level 8

Here's a couple we use with Numara Footprints...

 

For network outages(creates ticket in request queue for Tier1 to do basic due dilligence on the issue):

At ${DateTime} ${NodeName} at ${LocationID} went into ${Status} status.

Please call the office at ${TelephoneNumber} and verify there is an outage and that the site still has power and add your notes to the ticket.

Priority = Critical
Problem or Incident = Outage
I need assistance with = AssociaNET
Regarding = Network Down

 

For disk space alerting:

At ${DateTime} the available space on ${FullName} on ${NodeName} dropped below the 5% threshold.


% Used: ${VolumePercentUsed}

Total Disk Space:  ${VolumeSize}
Used Disk Space:  ${VolumeSpaceUsed}
Free Disk Space:   ${VolumeSpaceAvailable}

Status = Open
Priority = Medium
Problem or Incident = Incident

I need assistance with = A Server

Regarding = Warning Light
Assignees = "Field Operations"

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Level 8

Hello mdoering,

I tried to use the disk space alerting email you outlined but the only variables that get pulled into the email are ${NodeName} and ${DateTime}. FullName and all of the Volume variables are just echoed that way. Is there another step to be done to make these variables functional? I am using APM 4.2.0 SP1. Thanks!

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Level 19

Thanks all for the great feedback! I have all the example we need at this point.

View solution in original post

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